Notification, Notification(Event), Vs Autoreponse

Michael Mayaka

16 Oct 2009 16 Oct '09

8:01 a.m.

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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Marco Vannini

16 Oct 16 Oct

8:41 a.m.

first of all you have to patch Ticket.pm ( http://bugs.otrs.org/show_bug.cgi?id=4257) otherwise you'll go crazy trying to understand why notification doesn't works On Fri, Oct 16, 2009 at 10:01 AM, Michael Mayaka 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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David Holder

8:51 a.m.

Really? I've not patched and all my notifications are working ok...

David Holder

8:46 a.m.

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: , 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) 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: , A note has been added to your ticket : Ticket Title : Ticket Number : Regards, IT I hope this is of some help to you. David On Fri, Oct 16, 2009 at 9:01 AM, Michael Mayaka 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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Michael Mayaka

10:04 a.m.

Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=>Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! []() Text: Hi , Your ticket has been resolved by the support team as follows: (IT Helpdesk) Any idea on what I could be doing wrong? Michael

Marco Vannini

10:10 a.m.

I think that you have to deselect states because it consider otherwise the presents state of the ticket not the future state On Fri, Oct 16, 2009 at 12:04 PM, Michael Mayaka wrote:

...

Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=>Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! []() Text: Hi , Your ticket has been resolved by the support team as follows: (IT Helpdesk)

Any idea on what I could be doing wrong?

Michael

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David Holder

10:11 a.m.

Hi Michael, Are the event notifications marked as valid? Try and create a test ticket, close it, and then view your syslog and post the results. Regards, David On Fri, Oct 16, 2009 at 11:04 AM, Michael Mayaka wrote:

...

Hi David, thanks for your step-by-step solution BUT the notifications aren't being sent out (The Auto-response works perfectly fine) I have done the following: 1. Updated Ticket.pm from v 1.412 to v 1.416 2. Selected the following on Admin=>Notification (Event): Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Subject: Ticket Closed! []() Text: Hi , Your ticket has been resolved by the support team as follows: (IT Helpdesk)

Any idea on what I could be doing wrong?

Michael

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Michael Mayaka

11:04 a.m.

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: ============================================= 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. ================================================================================================ Michael

Michael Mayaka

21 Oct 21 Oct

4:29 a.m.

Hi All, The issue of notifications has now been fully solved by patching up to 2.4.5! Everything's running perfectly now. Thanks! Michael

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David Holder
Marco Vannini
Michael Mayaka

Notification, Notification(Event), Vs Autoreponse

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