Hi, On 10.06.2010, at 20:51, Jason Salaz wrote:
I'm trying to add a few Ticket Notification Events, specifically, one that will notify our entire support team of a new ticket creation, as well as when a customer follows up on an already created ticket. We're using OTRS 2.4.7
I created a notification on "TicketCreate", and a notification (with a different body text) on "TicketCustomerUpdate". But now, new tickets from customers result in two e-mails for a single event. I'm assuming this is because the logic works out that a "Customer" "Updated" a ticket, by creating it, which is patently false.
Is this considered expected behavior? A bug? Or something else entirely?
My current solution is to set the "TicketCreate" notification to invalid (or delete it), which I don't like, because occasionally an Agent will create a ticket on behalf of a customer, but that will result in no notifications going out as a result. Is there a middle ground I'm missing?
Please be so kind and open a bug report for this behavior on http://bugs.otrs.com For the meantime I think you should be fine with selecting ticket states as well as a kind of restriction. If there is a new Ticket the state will be “new", otherwise it should be something different. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project