> I'm using OTRS 2.4.2. If you can give me a run down on what to configure inDirt easy. This assumes you have email working already.
> event based notifications I would appreciate that.
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.
Our support team says :
<OTRS_AGENT_SUBJECT>
<OTRS_AGENT_BODY>
--
“Don't eat anything you've ever seen advertised on TV”
- Michael Pollan, author of "In Defense of Food"
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