On Dec 5, 2007 1:00 PM, grauflut <grauflut@gmail.com> wrote:

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.
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