RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Alan McKeown Wed, 04 Oct 2006 07:54:15 -0700

Hi,

I need help with this too. I have customers asking about closed tickets and even though I set the close to note-external and have also set

followings :

    $Self->{DefaultNoteTypes} = {
        'note-internal' => 1,
        'note-external' => 1,
        'note-report' => 1,
    };

Customers do not get emails

Regards

Alan Mckeown
JoraPh Consulting Ltd

Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB

Mobile: +44 (0)7841 996 331
Office: +44 (0)8700 433877
Fax: +44 (0)1952 825058

http://www.joraph.com

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From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mamakwa M. Sefiri
Sent: 03 October 2006 13:00
To: User questions and discussions about OTRS.org
Subject: RE: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Yes, all the customer emails are their customerID

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
Sent: 03 October 2006 01:52 PM
To: User questions and discussions about OTRS.org
Subject: Réf. : RE: Réf. : RE: Réf. : [otrs] notification

Definitively : external

Have your customers a email adress in the system ?

[EMAIL PROTECTED] a écrit : -----

Pour : "User questions and discussions about OTRS.org" <otrs@otrs.org>
De : "Mamakwa M. Sefiri" <[EMAIL PROTECTED]>
Envoyé par : [EMAIL PROTECTED]
Date : 03/10/2006 12:33PM
Objet : RE: Réf. : RE: Réf. : [otrs] notification

When I close a ticket I choose the CLOSE link and put in the solution/comment in the note-text field. The default note-type is note-internal. I tested now using note-external and it still does not send notifications to customers.

Should the note-type be external or internal for customers to get notifications?

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
Sent: 03 October 2006 12:05 PM
To: User questions and discussions about OTRS.org
Subject: Réf. : RE: Réf. : [otrs] notification

Do they receive a mail when you use 'Compose an answer' ?

If Yes, did you choose External Note when closing the ticket ?

[EMAIL PROTECTED] a écrit : -----

Pour : " User questions and discussions about OTRS.org " <otrs@otrs.org>
De : " Mamakwa M. Sefiri " <[EMAIL PROTECTED]>
Envoyé par : [EMAIL PROTECTED]
Date : 03/10/2006 12:02PM
Objet : RE: Réf. : [otrs] notification

I have trying both options but still customers don?t get mails. How long will it take to send an email?

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
Sent: 03 October 2006 10:38 AM
To: User questions and discussions about OTRS.org
Subject: Réf. : [otrs] notification

Yes, it's possible.

You have to check in the admin module at Ticket::Frontend::NoteTypes

or modify the config.pm file adding the followings :

    $Self->{DefaultNoteTypes} = {
        'note-internal' => 1,
        'note-external' => 1,
        'note-report' => 1,
    };

After that, when you close a ticket the customer will receive a mail or not

[EMAIL PROTECTED] a écrit : -----

Pour : " User questions and discussions about OTRS.org " <otrs@otrs.org>
De : " Mamakwa M. Sefiri " <[EMAIL PROTECTED]>
Envoyé par : [EMAIL PROTECTED]
Date : 03/10/2006 09:15AM
Objet : [otrs] notification

Good day

I am trying to activate notifications to customer, need the system to send notifications to customers when their calls have been closed.

I have read the manual no genericagent but it is not clear to me.

Please advice

Mamakwa

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