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OTRS 1.3 - Manual
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Customer-Notifications (min 1.1)

There are three types of (auto) customer notifications to give more transparency to the customer. This notifications (if used or not) can be defined for each queue (admin area). The notification text can be defined in Kernel/Config.pm.

ticket state

The customer (sender) gets automatically a notification if the ticket state has changed.

ticket owner

The customer (sender) gets automatically a notification if the ticket owner has changed.

ticket queue

The customer (sender) gets automatically a notification if the ticket queue has changed.

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