Hi all.

In OTRS version 2.4.7, when moving a Closed Ticket into a queue changing its status to Open, OTRS does not send any notification to the Users that put “Yes” in “Move Notification” preferences.

As we can see through the History, OTRS first moves the ticket while still Closed, and then opens it.

Move	Ticket moved into Queue "---destination queue---" (nn) from Queue[..]	-	username (Foo Foo)	05/30/2011 17:10:34
OwnerUpdate	New owner is "root@localhost" (ID=1).	-	root@localhost (Admin OTRS)	05/30/2011 17:10:34
Unlock	Unlocked ticket.	-	root@localhost (Admin OTRS)	05/30/2011 17:10:34
StateUpdate	Old: "closed successful" New: "open"	-	Username (Foo Foo)	05/30/2011 17:10:34
AddNote	Added note (Move)		Username (Foo Foo)	05/30/2011 17:10:34

Around line 1159 in file Kernel/System/Ticket.pm you’ll find:

    # send move notify to queue subscriber

    if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' ) {

        my %Used = ();

        my @UserIDs = $Self->GetSubscribedUserIDsByQueueID( QueueID => $Param{QueueID} );

        if ( $Param{ForceNotificationToUserID} ) {

            push @UserIDs, @{ $Param{ForceNotificationToUserID} };

        }

        for my $UserID (@UserIDs) {

            if ( !$Used{$UserID} && $UserID ne $Param{UserID} ) {

                $Used{$UserID} = 1;

                my %UserData = $Self->{UserObject}->GetUserData(

                    UserID => $UserID,

                    Cached => 1,

                    Valid  => 1,

                );

                next if !$UserData{UserSendMoveNotification};

                # send agent notification

                $Self->SendAgentNotification(

                    Type                  => 'Move',

                    RecipientID           => $UserID,

                    CustomerMessageParams => {

                        Queue => $Queue,

                        Body => $Param{Comment} || '',

                    },

                    TicketID => $Param{TicketID},

                    UserID   => $Param{UserID},

                );

            }

        }

This excerpt shows that no notification are sent it the ticket is Closed.

We need that users are always notified when a ticket is moved into one of their monitored queues. There’s not a function to directly Open a Closed Ticket, so users are forced to move the ticket twice: the first time opening it, and the second one moving it already open…

Questions are:

1) Why that behaviour?

2) Can we modify code in order to have the notification even when the ticket is Closed? (i.e.: removing or modifying the initial “if”)

3) Should we face any problems when modifying the code?

Thanks a lot for your help.

Regards.

Davide Manzi