Create a Notification (Event) related to TicketCreate where it matches the subject with something like "Notification of pending downtime". And that goes to the group that matches the people whom you'd like to send. CustomerGroups enabled, customers would be assigned membership according to whom you wish to distribute this notification.
Then you'd create a ticket with a Pending Time and subject of "Notification of pending downtime". This Pending time should be the day before it happens.
Create another Notification Event, perhaps in conjunction with a Generic Agent making a change to, for instance, State for the reminder once Pending Time has elapsed.
Then yet one more Notification (Event) on close as defined in the Wiki.
http://wiki.otrs.org/index.php?title=Notify_Users_that_a_Ticket_has_closed
On Wed, Sep 14, 2011 at 3:06 PM, Garabed Yegavian
<Garabed@firelinebroadband.com> wrote:
I just installed 3.0.10, any chance you might give me a quick run through of the proposed settings?
Thank you,
Garabed Yegavian
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1. Re: Ticket Alerts (Gerald Young)
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Message: 1
Date: Fri, 9 Sep 2011 00:47:11 -0400
From: Gerald Young <crythias@gmail.com>
Subject: Re: [otrs] Ticket Alerts
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
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Content-Type: text/plain; charset="windows-1252"
I believe you can use a Notification (Event) to members of a group (in 3.x)
On Thu, Sep 8, 2011 at 2:45 PM, Garabed Yegavian <
Garabed@firelinebroadband.com> wrote:
> I would like to be able to create a ticket for system downtime that would
> email all customers that would be effected by this ticket. The first
> notification would be to notify the customers of the outage. I would like
> for the system to automatically email a ticket reminder on the day the
> outage will be happening saying ?today?s the day?!!!! When the ticket is
> closed I will manually close the ticket which should email everyone the
> system is back up. Is this possible or has anyone had a similar situation
> which they have found a way to do something like this?****
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> Thank you,****
>
> ** **
>
> Garabed Yegavian****
>
> ** **
>
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