Close ticket, notify originator by email
Hey folks, Looks like yevgeniy does not live at his email address anymore :-( I've just about got my system tweaked out now, except for this one item. When I go to close a ticket the only option is "note-internal". There is not an option available to email the originator. And I just cannot figure out how to set that up. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Hi Alan, try to find the following parameter: "Ticket::Frontend::AgentTicketClose###ArticleTypes:" It specifies the different note types, that you want to use in your system. There you can find the "note-external" key. Set its "content" (value) from 0 to 1. Go completely down to the end of the formular and save this change. It might allow you to use "note-external" I hope. Good luck. Tibor.
OK, got it! For the sake of others who may stumble upon this, you go to "Admin" and then "SysConfig" way over on the right. Then go to the left "Group Selection" and select "Ticket" and then hit "Show" -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
OK, but the email is not being sent. But I think I have to start a new thread for this one ... but first a quick lunch :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Wondering if anyone can help with this issue. A tech will put a pending reminder date on a ticket. Subsequently, they closed the ticket. They still get notifications as shown below, and these seems to keep coming also, despite the ticket being closed. Is there something I can do in admin to stop these pending reminders once tickets are closed? Subject: [Ticket#1100342] Ticket reminder has been reached! (COPIER IN SOUTH CAMPUS C [...]) Hi Kris, the ticket "1100342" has been reached the reminder time! Diane Jacobs Manager of ITS Customer Support and Training Services Community College of Allegheny County College Office, Room 327 (412) 237-3123 djacobs@ccac.edu
the ticket. They still get notifications as shown below, and these seems to keep coming also, despite the ticket being closed.
Think I've seen this when the ticket remains locked. Set generic agent to unlock tickets (closed if you prefer). LQ
participants (4)
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Alan McKay -
Jacobs, Diane M. -
LQ Marshall -
Tibor Hirner