But, I saw another request of the same thing today. I would assume that the OTRS System Log would indicate that owner update notification was at least attempted.
On Wed, Mar 20, 2013 at 4:29 PM, Gerald Young <cryth...@gmail.com> wrote: > 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 >> > >
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