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
Notify Original Customer
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Re: Notify Original Customer
No.
Why should another customer be assigned and work on a ticket?
Why should another customer be assigned and work on a ticket?
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- Znuny newbie
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- Company: Komli Media
Re: Notify Original Customer
Sometimes, different customers has to work as if the original customer is unavailable or in different geographic location.
Thanks for your help.
Thanks for your help.
Re: Notify Original Customer
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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Never change Defaults.pm! :: Blog
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Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny newbie
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Re: Notify Original Customer
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.
Re: Notify Original Customer
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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- Znuny newbie
- Posts: 13
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- Znuny Version: 3.1.3
- Real Name: Sagar
- Company: Komli Media
Re: Notify Original Customer
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.
Thanks for your help.