Yeah, our customers need to know this. Sometimes they just order a notebook of the loan pool and the supporter just adds a note (which makes him to the owner, that's how we configured it). So it would be cool if automatically the customers knows who is respnsible for handling the loan request. And, btw, our supporters are busy - if they don't need to type an answer, they are happy.
What am I doing wrong? I don't see anything wrong in my config of this event notification. Regards Karsten On 03/20/2013 09:23 PM, Gerald Young wrote: > The new owner should reply to the customer. If the new owner does not do > this, and the ticket is handed off multiple times, does the customer > need to know it? > > "Hi, I'm taking care of your ticket" > vs: > "Your ticket has been taken by Bob." > "Your ticket has been taken by Fred." > "Your ticket has been taken by Edward." > > I realize you want to do this "automatically" but until the owner > interacts with the customer, the customer should safely assume that the > ticket is being addressed and need not be involved in how your agents > handle it. > > Personal opinion, yours may vary. > > > On Wed, Mar 20, 2013 at 4:13 PM, Karsten Becker > <karsten.bec...@ecologic.eu <mailto:karsten.bec...@ecologic.eu>> wrote: > > Hi, > > I would like to send out an email to the customer if the supporter gets > owner of the ticket. > > I found some manuals, but they don't seem to work. > > What I do: > > * Admin -> Notifications (Event) > * Create a new one > ** Name: Foo > ** Recipient groups: Customer > ** Event: TicketOwnerUpdate > ** Subject: Bar > ** Text: Blah Blah > ** Notification article type: email-notification-ext (this was the > preset) > ** Validity: valid > ** Comment: Blah Blah > > But it doesn't seem to work. If I send a test to our helpdesk and close > this ticket (as agent in the webgui), I'm getting no email. > > Regards > Karsten > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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