Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07, Maurice James Ny wrote:

Status change. That's the one that will notify the customer upon closing

Just been trying this, problem is it send a response out when you open the ticket, presumably as the ticket is passed around the end user will start to receive several of these and knowing my user base they may become confused :) I think a special message on ticket close status is really needed. Thanks Mike

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Salvador Manzo Sent: Friday, May 11, 2007 1:55 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Some of my remaining OTRS questions.

On 5/11/07 10:46, "Mike Dent" wrote:

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On 5/11/07, Maurice James Ny wrote:

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You have to activate auto replies for closed tickets in the queue configuration screen

James, I dont see that option in the queue setup screen on 2.1.7 OTRS?

I see options to notify customer on : owner change status change move ticket

If I set the status change it does send a simple notification that ticket number whatever is closed, but ideally I'd like to be able to customise this message, the same way I can customise the message which is sent when the ticket is created.

Perhaps this feature will be added in a future OTRS version?

Thanks Mike

You _can_ customize that. Admin Notification {language code}::Customer::StateUpdate

<trimmed for space and readability> ----- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. manzo@usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 The injury which may possibly be done by defeating a few good laws, will be amply compensated by the advantage of preventing a number of bad ones. -- Alexander Hamilton, Federalist No. 73 on the veto power

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