Forcing email notification (Ticket create or new note)

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rovell74
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Forcing email notification (Ticket create or new note)

Post by rovell74 » 22 May 2017, 14:38

Hi

is it possibile to send email notification also to the user who create a ticket or that whote a note a to a ticket?

Thanks for your help

Giulio Soleni
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Re: Forcing email notification (Ticket create or new note)

Post by Giulio Soleni » 24 May 2017, 15:33

hi,
assuming that "the user who create a ticket" is the actual customer, the best way to let him/her be informed of the ticket creation is to define an appropriate "Auto Response" and connect it to the queue that your customer will use to create the ticket.
On the other hand if "the user who create a ticket" is an agent who opens a ticket on behalf of a customer, you should be able to let him/her be informed of the ticket creation using an appropriate Ticket Notification set on "NotificationNewTicket" event.

Also, using a Ticket Notification set on "NotificationAddNote" you should be able to trigger a notification to the intended recipients when a note is created.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

root
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Re: Forcing email notification (Ticket create or new note)

Post by root » 24 May 2017, 15:58

rovell74 wrote:Hi

is it possibile to send email notification also to the user who create a ticket or that whote a note a to a ticket?

Thanks for your help
Hi,

Yes this is possible. Check the SysConfig for AgentSelfNotifyOnAction

hth,
Roy
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rovell74
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Posts: 10
Joined: 20 Aug 2014, 23:46
OTRS Version?: 5.0.17

[SOLVED] Forcing email notification (Ticket create or new note)

Post by rovell74 » 25 May 2017, 22:19

Thanks!!!!!!

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