Thanks, Nils.  This worked great.  An added bonus is that I can now delay the actual closing of a ticket.  This will be helpful for those "flapping" problems that might come and go a few times over the course of an hour.  I haven't tested it, but I'm assuming it will reopen the old ticket as opposed to creating a new ticket as we have experienced in the past. 

On Thu, Jan 13, 2011 at 3:39 AM, Nils Leideck <nils.leideck@leidex.net> wrote:
Dear Fevin,

You might need to configure the SystemMonitoring module to NOT close the ticket on OK messages.
Instead you could use a pending auto status so the ticket is closed automatically in x seconds after receiving the OK messages.

This way you should receive a normal follow up notification.

Cheers, Nils

— 
Nils Leideck
Senior Consultant

http://webint.cryptonode.de / a Fractal project

On 12.01.2011, at 22:22, fevin Kagen wrote:

It's actually not an upgrade.  It's a fresh install.  We are actually abandoning our old system and starting new w/ 3.0.2.

I supposed I can make it work.  It just seems like it worked so well before and I figured I must be missing something obvious.

Thanks again for the help.   

On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen <michiel.beijen@gmail.com> wrote:
What was the version you upgraded from?
What's the big drawback of using an event-based notification?
--
Mike

On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen <fevinkagen@gmail.com> wrote:
> Hi-
> Thanks for the reply.  I do have the ticket in one of "My Queues" and I have
> follow ups enabled.  If I don't Acknowledge the nagios alert and nagios
> sends a second email, I do get a follow up notification from OTRS.  However
> when the nagios alert is changed from WARNING or CRITICAL to OK, a final
> email is sent.  This email is received by OTRS and it ultimately closes the
> ticket.  What used to happen, is that OTRS would forward me a copy of that
> mail as a "follow up" before closing the ticket.  Now, it simply closes the
> ticket without any form of notification.
>
> The issue is that I then have to log into otrs or nagios to see the current
> status of the ticket.  In the past I would see the ticket being opened in my
> email and then later closed.
>
> Thanks in advance for any insight you may be able to offer.
> fevin
>
> On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen <michiel.beijen@gmail.com>
> wrote:
>>
>> Otrs would only send follow up notifications if the agent has the
>> queue where the ticket is in in his "My Queues" under preferences, and
>> enabled follow up notifications in his preferences as well.
>>
>> Hope this helps,
>>
>> Mike.
>>
>>
>> On Wednesday, January 12, 2011, fevin Kagen <fevinkagen@gmail.com> wrote:
>> > Hi-
>> > I've just upgraded to 3.0.4 and everything looks great.  I am having one
>> > problem related to my integration with Nagios.  In our old system, Nagios
>> > would send a recovery email to otrs when an issue was resolved.  This
>> > resulted in a "Follow Up" notification being sent to the agent as well as
>> > the ticket being automaticly closed.  In the new system, the ticket is
>> > closed, but no notification is sent.  I am able to go into "Notifications
>> > (Events)" and configure a notification for closed tickets, but this is less
>> > than ideal.  Does anyone know why 3.0.4 doesn't send a "Follow Up"
>> > notification on SystemMonitoring recovery mails?  Any idea how to make this
>> > work?
>> > Thanks-
>> > fevin
>> >
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