agent - email-internal - mail to customer

[Milkanet]

Hello,

First of all, SUPER product, doing a lot and lot and lot of things for "free"... amazing, and keep going.

I am on a OTRS 3.3.6 and I am facing the following:

When I reply to a ticket, specifying the "article type" as "email-internal", the system does send a e-mail to the "customer".

I have absolutly no idea if that is a normal behavior, or not, but what I was thinking is, email-internal is to as another agent something... and certainly not for the "customer" to ear of it.

Is there any ways to prevent that email to get to the customer.

(for information, although the email is send to the customer, on his portal, he cannot see that "internal" thing... there is why I am pretty much confused)

Thanks to any suggestions...

regards

[crythias]

A reply *is* to the customer.

[Milkanet]

Thanks for your answer....

So, obviously, I am wrong in my base statement... ?

but then, I have some problem understanding: why does "the system" send a mail to the customer... but does not make it visible in the ticket zoom, customer side ?

I am really looking forward to understand this one..

kind regards.

[reneeb]

If you write a "response" to a third party with internal details, the customer should not see that mail. Hence the article type "email-internal" exists. The customer can't see any articles that have *internal* types.

If you send a response to the *customer* you should use email-external. Then the customer can see the article in the customer portal.

[Milkanet]

Thanks Reneeb...

That is how I expected to work...

So, therefore, there is my "question/problem"... at the moment, my "otrs system" does send a mail to the customer email address when I use the "Internal" types... and still, the customer can NOT see it on his portal.

Any idea where it comes from ? (I am searching what does trigger the mail sending... but I can not found it...

As we are not in production yet, I did remove all sort of "notification", and auto-respons, etc... but still, the mail is sent... no idea what I did for that... and surely, no idea how to fix it...

Any suggestions?

Kind Regards..

[reneeb]

Can you post a screenshot of the ticket history and maybe an excerpt of the OTRS log? The mail might be triggered by something else...

Did you check that the customer wasn't added as CC in the dialog?

[Milkanet]

Ok,

No problem to put all the screenshot you want but you got the point...

When I clic on a "reply template", it opens the compose answer popup... There, i can see the "Customer email" in the "TO" section... and therefore, that is where the email is triggered...

I does seems to be right compare to what I have red on the web ... and answer, is an answer to the customer... ... so, in "template", there are different "TYPE" ...

- Answer / Create / Forward / Phone Call

Therefore, is there any way you could think about achieving that??? as if I do remove the customer email address, the system refuse to add my "internal" to the ticket list, cause there has to be a valid email address....

Maybe, I am miss using the system ?

[reneeb]

So if you do not want to send an email at all (neither to the customer nor to any other person), you should use the "Note" link in the ticket menu.

[Milkanet]

I just digged in the "note" stuff, seems, indeed, to be a way of doing that...

Meanwhile...

i wouldn't mind sending mail to "agent"... but then, you have to "delete" the customer from the "to" list, and add the agent.

So probably the "note" thing is the way to go for that...

I did customize a little, and it should do, one thing blocks me still: no way i can change the "subject " of the note with something like:<OTRS_CUSTOMER_SUBJECT[24]>

So, everytime, the subject, within the ticket zoom is changed to "note" .... not smart, but well ... anyway to change that ?