Customer notification of closed ticket
Hi Everyone,
Does anyone know how to set OTRS so that notifications are automatically
sent to a customer when his/her ticket has been closed? I thought this would
be done automatically when a ticket is closed and note-external is selected
or likewise, but alas it doesn't.
Failing that is there a way of setting it up in auto notifications and using
a variable such as
Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't.
What version? This is easy in 2.4 using event based notification. I can tell you how to do that. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Hi Alan,
I'm using OTRS 2.4.2. If you can give me a run down on what to configure in
event based notifications I would appreciate that.
David
On Thu, Aug 13, 2009 at 2:31 PM, Alan McKay
Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't.
What version? This is easy in 2.4 using event based notification. I can tell you how to do that.
-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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I'm using OTRS 2.4.2. If you can give me a run down on what to configure in event based notifications I would appreciate that.
Dirt easy. This assumes you have email working already.
Go into Admin, Notification (Event) and then create a rule like this :
Name : give it a name you like
Recipient: Customer
Event:TicketStatusUpdate
State: select both of the "closed" states
Queue: select your queue. May not need this if you want it to be
global for all queues, I dunno
Then at the bottom you input your Subject and Text for your email.
Back at the main screen of event based notification you can see some
of the things you can include in the subject and text body. Note that
ticket number seems to be automatically included in the subject.
e.g. Here is what I have in Text, which includes what the agent put
into the box when they closed the ticket
Greetings,
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 says :
Hi Alan,
That worked a treat, thank you
David
On Thu, Aug 13, 2009 at 2:54 PM, Alan McKay
I'm using OTRS 2.4.2. If you can give me a run down on what to configure in event based notifications I would appreciate that.
Dirt easy. This assumes you have email working already.
Go into Admin, Notification (Event) and then create a rule like this :
Name : give it a name you like Recipient: Customer Event:TicketStatusUpdate State: select both of the "closed" states Queue: select your queue. May not need this if you want it to be global for all queues, I dunno Then at the bottom you input your Subject and Text for your email.
Back at the main screen of event based notification you can see some of the things you can include in the subject and text body. Note that ticket number seems to be automatically included in the subject.
e.g. Here is what I have in Text, which includes what the agent put into the box when they closed the ticket
Greetings,
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 says :
-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Hello , i need your help , i'm very lost i've configured the postmaster mail acount to send out emails from OTRS, but it doesn't work i'm searching how can i make it work........... should i configure something else ? and what about LDAP and PERL on this case ? i can't even find Auth. and Password in SMTP script help me best regards _________________________________________________________________ Avec Windows Live, vous organisez, retouchez et partagez vos photos. http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gall...
Hi,
How is configured Framework -> Core::Sendmail to ?
if it is setted as default is sendmail (local mta) so you should check if
the server is able to resolve names and is able to connect to other's smtp
server port.
not so clear ldap and perl meening in the sending mail process...
On Thu, Aug 13, 2009 at 4:42 PM, rajaa Jlil
Hello ,
i need your help , i'm very lost i've configured the postmaster mail acount to send out emails from OTRS, but it doesn't work
i'm searching how can i make it work........... should i configure something else ?
and what about LDAP and PERL on this case ?
i can't even find Auth. and Password in SMTP script
help me
best regards
------------------------------ Avec Windows Live, vous organisez, retouchez et partagez vos photos.http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gall...
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participants (4)
-
Alan McKay -
David Holder -
Marco Vannini -
rajaa Jlil