[otrs] Email on close

[Alexander Scholler]

Hi Mike,

Mike McGrath schrieb:
> How do I get OTRS to automatically send an email on close but not when a 
> new ticket is created?

OTRS doesn't support this feature directly.
But I think the following will work:

On ticket creation, a free text-field is created with mailonclose = yes
During working on the ticket, you could modify the value to "no" if you 
like.

You then have to create a generic agent
* that searches for all closed tickets with mailonclose = yes
* sends a mail to the customer
* sets mailonclose = done

You have to write your own generic agent module, see 
~/Kernel/System/GenericAgent and http://dev.otrs.org/ for some guidance.

Bye, Alex