If they reply vs adding a note, this takes care of it all.
On Wed, Mar 20, 2013 at 4:28 PM, Karsten Becker <karsten.bec...@ecologic.eu>wrote: > 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 > > > > > --------------------------------------------------------------------- > 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
