Notify Original Customer

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sagarshaha
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Real Name: Sagar
Company: Komli Media

Notify Original Customer

Post by sagarshaha »

Hi,

I would like to know that can the original customer be notified by the email when the ticket is closed by other customer.

Example - If a ticket is opened by 'CustomerA' and then the agent assigns the same ticket to 'CustomerB' and then the CustomerB works on that particular ticket and closes the ticket. Now, as per the normal process ''CustomerB' and the Agents gets notified about the ticket close successfully.
Is it possible to also get email notification to 'CustomerA' who orignally generated the ticket?

Appreciate your help in same.

Thanks

jojo
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Re: Notify Original Customer

Post by jojo »

No.

Why should another customer be assigned and work on a ticket?
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sagarshaha
OTRS newbie
Posts: 13
Joined: 22 Aug 2012, 11:50
OTRS Version?: 3.1.3
Real Name: Sagar
Company: Komli Media

Re: Notify Original Customer

Post by sagarshaha »

Sometimes, different customers has to work as if the original customer is unavailable or in different geographic location.

Thanks for your help.

jojo
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Re: Notify Original Customer

Post by jojo »

if they all have the same customer ID it does not need to be reassigned. Customers are not working on tickets, only agents!
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sagarshaha
OTRS newbie
Posts: 13
Joined: 22 Aug 2012, 11:50
OTRS Version?: 3.1.3
Real Name: Sagar
Company: Komli Media

Re: Notify Original Customer

Post by sagarshaha »

Agree...Customer wont work on tickets but sometimes Agents changes the customer names (As, we have some customers also to work on tickets and not only agents) from Agent panel, then the original customer who raised the ticket needs to be notified hence the query.

CSL
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Re: Notify Original Customer

Post by CSL »

You could use a dynamic field to store the 'original requester' but this seems like a bad solution. If these customers all have the same customer ID as jojo said, then they should be able to see each other's tickets in the customer interface and check on their progress / resolution.
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sagarshaha
OTRS newbie
Posts: 13
Joined: 22 Aug 2012, 11:50
OTRS Version?: 3.1.3
Real Name: Sagar
Company: Komli Media

Re: Notify Original Customer

Post by sagarshaha »

Yes, they are able to currently see each others tickets but for the same we will have to go and login to URL instead of this can we get email notification?

Thanks for your help.

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