Thanks for responding Nils,
Can you please help me understand how to answer your question? "can you
see the email as article?" What exactly are you asking? Are you
talking about the settings for the Notification (Event) or the ticket
being closed? Are you talking about the Article type under the
Notification (Event) settings? If so, I have not selected any of those
options (email-internal, note-external, etc). It says those apply to
ArticleCreate Events, so I didn't set any of them.
If you are asking about the Recipient (Group based) setting, yes, I have
selected Customer.
If you are asking about the Zoom Ticket view. . .I can see Compose
Answer (email) and when I click it, it opens with the email address in
the To or CC (it populates the To with my email address - I submitted
the ticket via email and then changed the customer so the customer's
email address shows up in the CC?). The ones I was closing to test
with, I was both the customer and the agent.
Thanks again for your help. Please help me find the answers you need to
understand what is happening.
Thanks.
----- Original Message -----
From: Nils Leideck - ITSM <nils.leid...@leidex.net>
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Sent: Tuesday, May 18, 2010 11:20:18 AM
Subject: [otrs] how to enable auto-response for ticket close?
Hi,
On 17.05.2010, at 05:27, TechFan wrote:
Thanks. I set that up. . .and I am not getting any notifications sent
( I was the customer on the ticket I closed. . .no email)? Any ideas?
can you see the email as article?
If recipient is set to “Customer”, the email is stored as article as well.
Freundliche Grüße / Kind regards
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net <mailto:nils.leid...@leidex.net>
nils.leid...@otrs.com
http://webint.cryptonode.de / a Fractal project
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