OTRS: send an email to the customer when adding a external-note
 

Hello,

If anyone can help me with this i will be very grateful.

What i need is that the system send an email to the customer when an agent add an external-note to the ticket with the actual note. I tried in the notification panel using the event "ArticleCreate", in Article Filter i use "note-external" and Recipient "Customer".

When i added the external note to the ticket, the generic email address we have to make all the test, received more than a hundred mails and only with the body i set in the event and no the actual note.

It is probably a newby question but i really need to get into this.

Thanks for your help.

Forget it guys, what i wanted is not possible to do.

To send something related a ticket to the customer i have to use the option external email.

Thanks anyway!