Hi ! nevertheless many thanks :-) Regards, Stefanie Message: 5 Date: Wed, 27 Jun 2012 18:05:59 +0200 From: Michiel Beijen Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset=UTF-8 OK, I'm afraid I can not help you then. The solution would be to catch the addition of the link to ticket B, make a check if the ticket on the other end -- ticket A -- is a merged ticket, and then send out a notification. This is perfectly possible, but not with standard OTRS, there should be some code written for that. -- Mike On Wed, Jun 27, 2012 at 5:18 PM, wrote:

Hi !

yes, good idea, but doen?t resolve my problem. :-)

I have ticket A and ticket B. Now I merge ticket A into the still existing ticket B. I want to inform the owner of ticket B about an update of his/her ticket.

Regards, Stefanie

Message: 2 Date: Tue, 26 Jun 2012 19:51:28 +0200 From: Michiel Beijen

Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." Message-ID:

Content-Type: text/plain; charset="utf-8"

Hi,

You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number:

Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged

Notification subject: Your ticket is now merged Notification body: your own string and if you want to include the new number.

HTH, Mike