thanks!!!!!!!
In version 2.2.4, the line (4192) is:
Before:
if (!$Param{SendNoNotification}){
After:
if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){
On Dec 5, 2007 1:00 PM, grauflut
Hi,
I've been working on this problem several times throughout 2004 when I first stepped on it (see http://lists.otrs.org/pipermail/otrs-de/2004-January/000368.html f.e.). When enabled, OTRS send a message to the ticket customer every time the ticket status changes. That was not what I wanted, as it's simply too many email messages, and people tend to simply delete them instead of reading them. OTRS should only send a message when a ticket is being closed.
Solution: modify Ticket.pm OTRS v. 2.4.2, default setup, i.e. "closed successful" = StatusID "2" and "closed unsuccessful" = StatusID "3".
-> Ticket.pm, line 4192
before: if (!$Param{SendNoNotification}) {
after: if (!$Param{SendNoNotification} && ($Param{StateID} == '2' || $Param{StateID} == '3')) {
I'm pretty sure, this can be done more elegantly, but it works :)
Cheers, Peter. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
-- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com