Re: [otrs] Notification on ticket close?

Hi Arun. Please check the setting 'AgentSelfNotifyOnAction' in the system configuration, I think it’s deactivated by default. Have a great evening, Flo

Am 23.07.2018 um 18:12 schrieb Arun Venkataraman :

Hello Carlos,

Thank you for your response. I tried your suggested settings but did not receive a close notification that I was expecting; the ticket history has the following entry:

-------------------------------------------------------------------------- 07/23/2018 10:39:34 Agent Action Article Arun Venkataraman Changed state from "new" to "closed successful". (StateUpdate) Arun Venkataraman Unlocked ticket. (Unlock) Arun Venkataraman Added note (Close). (AddNote) Arun Venkataraman Reset of unlock time. (Misc) Arun Venkataraman Sent "Ticket state change notification" notification to "jirizarry" via "Email". (SendAgentNotification) --------------------------------------------------------------------------

Agent "jirizarry" has listed this queue (IT:Desktop) at the head of his Notification Preferences. The queue is listed third in my Preferences. The Ticket Notification Recipients specifies:

Send to: All agents subscribed to the ticket's queue x All agents subscribed to the ticket's service x

but the history does not show a notification sent to me (Arun) and I did not receive an e-mail.

Thank you, -arun

On Sun, Jul 22, 2018 at 05:02:31PM -0500, Carlos García wrote:

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Hi Arun,

please try:

Event: TicketStateUpdate Ticket Filter - State: closed . . . (depends on what you want to do)

and the rest for Recipients and others as you like.

Regards, Carlos García

...

On Jul 20, 2018, at 11:59 AM, Arun Venkataraman wrote:

Hello,

I have been trying, unsuccessfully, to obtain a notification from OTRS (v6.0.3 Free) when a ticket is closed. I do receive automatic notifications when a new ticket is created, pending reminders, etc.

I added a notification type in the Ticket Notification Management screen, and have tried various event triggers with filters etc to capture a "ticket close event".

All the standard notifications seem to use a "Notification**" event type, but I have not found the applicable event for closing a ticket.

Help appreciated, or let me know if this is the wrong approach.

Thanks, -arun -- Arun Venkataraman, Arecibo Observatory/HC3 Box 53995/Arecibo, PR 00612 arun@naic.edu --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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-- Arun Venkataraman, Arecibo Observatory/HC3 Box 53995/Arecibo, PR 00612 arun@naic.edu http://www.naic.edu/~arun (787)878-2612X340 FAX 878-1861 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs