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Ticket Notifications

Use this screen to activate sending emails to custom contact field customers. The ticket notification management screen is available in the Ticket Notifications module of the Communication & Notifications group.

Sending Articles Created in the External Interface as Emails

To activate sending emails to custom contact field customer users:

1. Click on the Add Notification button in the left sidebar.

2. Fill in the required fields.

3. In the Add Notification section, choose a name and set it in the Name field.

4. In the Events section, select ArticleCreate.

5. In the Article Filter section:

   • Set agent and customer in the Article Sender Type field.
   • Set Visible to customer in the Customer visibility field.
   • Select Email in the Communication channel field.
   • Switch Include attachments to notification to Yes.

6. In the Recipients section set a dynamic contact field in the Send to field.

7. In the Notification Methods section:

   • Make sure, that the Email method is enabled.

     Note

     Joined notifications are only sent by Email.

   • Select the checkbox in the Article visible for customer field.

8. In the Notification Text section:

   • If you want the contacts of the custom contact field to get the title of the article as mail subject add <OTRS_CUSTOMER_SUBJECT> into the Subject field.
   • If you want to send the article body as mail body add <OTRS_CUSTOMER_BODY> into the Text field.

9. Click on the Save button.