Hi !
yes, good idea, but doen´t resolve my problem. :-)
I have ticket A and ticket B.
Now I merge ticket A into the still existing ticket B.
I want to inform the owner of ticket B about an update of his/her ticket.
Regards,
Stefanie
Message: 2
Date: Tue, 26 Jun 2012 19:51:28 +0200
From: Michiel Beijen
Subject: Re: [otrs] Help -> Information after merging tickets
To: "User questions and discussions about OTRS."
Message-ID:
Content-Type: text/plain; charset="utf-8"
Hi,
You can achieve it using an event based notification. It is a little bit
nasty, because you have to capture the fact that the merge creates a new
article containing the new ticket number:
Create a notification (event based)
Select Recipient Groups: Customer
Event: ArticleCreate
Article Type: note-external
Subject match: Ticket merged
Notification subject: Your ticket is now merged
Notification body: your own string and if you want to
include the new number.
HTH,
Mike
