Email notification to customers upon update

[thoebe]

Hello,

Iam testing OTRS 3.0 for we are going live within a week or so.

Iam strungeling with something though.

When a customer creates a new ticket he gets an email from the admin from OTRS saying thank you for the email.
when the agent adds an external note the customers ticket the customer doesnt get an email that his ticket is updated it only shows in the customer portal.

Is there a way i can enable this option that the customer always gets an email when something is changed about his ticket?

Thanks in advance for your help.

Best regards,

Terry

[icm3012]

Hi Terry

You need to create these manually. See the section under ADMIN.


regards

Ian

[thoebe]

Can you tell me exactly where to go i really cant find it?

Thanks.

Best regards,

Terry

[icm3012]

Hi Terry

Pleaase see the screenshot - you need to open Notification (event) highlighted by the red rectangle and create these custom notifications.


regards

Ian