Hi David,
Yes, the notification event is marked as valid; from Marco's advice, I've also tested with the "state" deselected but no notification is sent on ticket close. This is what is posted on the syslog when I create and close a ticket:
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Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserLogin (imisdewcis) from customer source backend based on (imisdewcis@ital.co.ke).
Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserCustomerID (imisdewcis@ital.co.ke) from customer source backend based on (imisdewcis@ital.co.ke).
Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [11013137/End-User Notifi] created (TicketID=718,Queue=IT Helpdesk,Priority=3 normal,State=new)
Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'imisdewcis@ital.co.ke' from 'IT Helpdesk '. HistoryType => SendAutoReply, Subject => [Ticket#11013137] End-User Notification Te [...];
Oct 16 13:53:03 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [11013137] (TicketID=718, ArticleID=6574) to 'imisdewcis@ital.co.ke'.
Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Kioko@ital.co.ke'.
Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Musomba@ital.co.ke'.
Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'smaina@ital.co.ke'.
Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Banchale@ital.co.ke'.
Oct 16 13:53:04 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Nzano@ital.co.ke'.
Oct 16 13:53:05 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'ngundi@ital.co.ke'.
Oct 16 13:53:05 appsvr1 OTRS-CGI-11[6798]: [Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from ithelpdesk/198.168.12.7.
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Michael
