Email notification when using note-internal

[0trs]

Hi Guys,

Hope you can help me set this up. We would want OTRS to email us whenever an agent adds a note-internal to a ticket. Currently, we only have a notification when a new-ticket is created since it is clear on the "Event=TicketCreate".
Thanks

[zhakal]

Hi,

This can be done by going into the admin page, then under Ticket Settings , Notifications (Event)
Recipient groups: Agent
Event: ArticleCreate
Article Type: note-internal
Notification article type: email-notice-int

Example of email:
Subject: <OTRS_CUSTOMER_SUBJECT[100]>
Body:
<OTRS_AGENT_BODY[45]>
The ticket can be viewed here:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID>

[0trs]

This "Event: ArticleCreate" did it. It worked. Thanks so much