Hi Michael,

I have created two event notifications, one of which informs a user when their case is closed, and the other when a note has been added to their ticket (Note-External)

To configure a notification for a closed ticket, configure a Notification(Event) as so: (if not specified, leave as blank)

Recipient : Customer
Event : TicketStateUpdate
State : Closed successful / Closed unsucsessful
Enter you desired subject and text. For mine its:

<OTRS_CUSTOMER_REALNAME>,

Your ticket has been closed. If the issue has not be resolved to your
satisfaction, please feel free to re-open it.

Our support team has closed the ticket with the following comment(s)

<OTRS_AGENT_BODY>

Regards,

IT

To configure a notification when a note has been added to the ticket:

Recipient : Customer
Event: ArticleCreate
Article Type : note-external

And fill the text accordingly, for me its:

<OTRS_CUSTOMER_REALNAME>,

A note has been added to your ticket :

Ticket Title : <OTRS_TICKET_Title>
Ticket Number : <OTRS_TICKET_TicketNumber>

<OTRS_AGENT_BODY[999]>

Regards,

IT

I hope this is of some help to you.

David

On Fri, Oct 16, 2009 at 9:01 AM, Michael Mayaka <mikemayaka@yahoo.co.uk> wrote:

Hi All,
I have been using Autoresponse<>queue to automatically respond to customers when new tickets are created. My question is, how can I automatically notify customers when their tickets are closed/updated? I have gone through "Notification" and "Notification(Event)" - Which of these can be used as an automatically triggered response to an event and how? (I'm using otrs2.4.4)

Michael

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