Hi !

nevertheless many thanks :-)

Regards,
Stefanie




Message: 5
Date: Wed, 27 Jun 2012 18:05:59 +0200
From: Michiel Beijen <michiel.beijen@gmail.com>
Subject: Re: [otrs] Help -> Information after merging tickets
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
                <CABD0r13s3Q6b7p5eHLbLGw9gdP3oBBYH_6S+hNwYyALUF1QpAw@mail.gmail.com>
Content-Type: text/plain; charset=UTF-8

OK, I'm afraid I can not help you then.

The solution would be to catch the addition of the link to ticket B,
make a check if the ticket on the other end -- ticket A -- is a merged
ticket, and then send out a notification. This is perfectly possible,
but not with standard OTRS, there should be some code written for
that.

--
Mike

On Wed, Jun 27, 2012 at 5:18 PM,  <S.Krueger@aswo.com> wrote:
> Hi !
>
> yes, good idea, but doen?t resolve my problem. :-)
>
> I have ticket A and ticket B.
> Now I merge ticket A into the still existing ticket B.
> I want to inform the owner of ticket B about an update of his/her ticket.
>
> Regards,
> Stefanie
>
>
>
> Message: 2
> Date: Tue, 26 Jun 2012 19:51:28 +0200
> From: Michiel Beijen <michiel.beijen@otrs.com>
>
> Subject: Re: [otrs] Help -> Information after merging tickets
> To: "User questions and discussions about OTRS." <otrs@otrs.org>
> Message-ID:
>
> <CABD0r10_eAx45DbyOABwDtux1gh-AimDq02Tddv1fWXCYA6PeQ@mail.gmail.com>
> Content-Type: text/plain; charset="utf-8"
>
>
> Hi,
>
> You can achieve it using an event based notification. It is a little bit
> nasty, because you have to capture the fact that the merge creates a new
> article containing the new ticket number:
>
> Create a notification (event based)
> Select Recipient Groups: Customer
> Event: ArticleCreate
> Article Type: note-external
> Subject match: Ticket merged
>
> Notification subject: Your ticket is now merged
> Notification body: your own string and <OTRS_AGENT_Body> if you want to
> include the new number.
>
> HTH,
> Mike