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:
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Click on the Add Notification button in the left sidebar.
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Fill in the required fields.
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In the Add Notification section, choose a name and set it in the Name field.
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In the Events section, select ArticleCreate.
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In the Article Filter section:
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Set agent and customer in the Article Sender Type field.
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Set Visible to customer in the Customer visibility field.
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Select Email in the Communication channel field.
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Switch Include attachments to notification to Yes.
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In the Recipients section set a dynamic contact field in the Send to field.
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In the Notification Methods section:
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Make sure, that the Email method is enabled.
Note
Joined notifications are only sent by Email.
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Select the checkbox in the Article visible to customer field.
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In the Notification Text section:
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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.
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Click on the Save button.
