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Old 04-17-2015, 12:36 PM   #1
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Registered: Mar 2015
Posts: 7

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


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.
Old 04-17-2015, 02:18 PM   #2
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Registered: Mar 2015
Posts: 7

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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!


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