Hi Alan,
That worked a treat, thank you
David
On Thu, Aug 13, 2009 at 2:54 PM, Alan McKay
I'm using OTRS 2.4.2. If you can give me a run down on what to configure in event based notifications I would appreciate that.
Dirt easy. This assumes you have email working already.
Go into Admin, Notification (Event) and then create a rule like this :
Name : give it a name you like Recipient: Customer Event:TicketStatusUpdate State: select both of the "closed" states Queue: select your queue. May not need this if you want it to be global for all queues, I dunno Then at the bottom you input your Subject and Text for your email.
Back at the main screen of event based notification you can see some of the things you can include in the subject and text body. Note that ticket number seems to be automatically included in the subject.
e.g. Here is what I have in Text, which includes what the agent put into the box when they closed the ticket
Greetings,
Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to re-open it.
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