Hi Ingo, On Sun, Jun 09, 2002 at 12:07:41PM +0200, Ingo Ciechowski wrote:
I'm trying to generate an automated mail to the ticket originator whenever a ticket is closed, so that he's informed about the status change.
Am I right that there's usually no way to get that - and if so: what's the easiest approach to get this going?
You are right. At the moment there is no "generation status email" feature. Because usually you answer a ticket and set the next ticket state (e. g. closed, open, ...). Then you do not need to inform the customer. But in some cases it would be useful. It gives the customer a feeling of transparency. The easiest way to implement this would be in the "Main Library" Kernel::System::Ticket::State->SetState(). May the customer could also get informed about new owner (owner changes) Kernel::System::Ticket->SetOwner() or ticket locks Kernel::System::Ticket::Lock() (Agent xy is working on it). Any comments? If this feature is wanted we can discuss this on dev@otrs.org.
Ingo --
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl