Sending notficiations to customers only upon closing a ticket

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"Pending reminder" where should...

grauflut

5 Dec 2007 5 Dec '07

3 p.m.

Hi, I've been working on this problem several times throughout 2004 when I first stepped on it (see http://lists.otrs.org/pipermail/otrs-de/2004-January/000368.html f.e.). When enabled, OTRS send a message to the ticket customer every time the ticket status changes. That was not what I wanted, as it's simply too many email messages, and people tend to simply delete them instead of reading them. OTRS should only send a message when a ticket is being closed. Solution: modify Ticket.pm OTRS v. 2.4.2, default setup, i.e. "closed successful" = StatusID "2" and "closed unsuccessful" = StatusID "3". -> Ticket.pm, line 4192 before: if (!$Param{SendNoNotification}) { after: if (!$Param{SendNoNotification} && ($Param{StateID} == '2' || $Param{StateID} == '3')) { I'm pretty sure, this can be done more elegantly, but it works :) Cheers, Peter.

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Gustavo Azambuja

5 Dec 5 Dec

4:42 p.m.

New subject: Sending notficiations to customers only upon closing a ticket

thanks!!!!!!! In version 2.2.4, the line (4192) is: Before: if (!$Param{SendNoNotification}){ After: if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){ On Dec 5, 2007 1:00 PM, grauflut wrote:

...

Hi,

I've been working on this problem several times throughout 2004 when I first stepped on it (see http://lists.otrs.org/pipermail/otrs-de/2004-January/000368.html f.e.). When enabled, OTRS send a message to the ticket customer every time the ticket status changes. That was not what I wanted, as it's simply too many email messages, and people tend to simply delete them instead of reading them. OTRS should only send a message when a ticket is being closed.

Solution: modify Ticket.pm OTRS v. 2.4.2, default setup, i.e. "closed successful" = StatusID "2" and "closed unsuccessful" = StatusID "3".

-> Ticket.pm, line 4192

before: if (!$Param{SendNoNotification}) {

after: if (!$Param{SendNoNotification} && ($Param{StateID} == '2' || $Param{StateID} == '3')) {

I'm pretty sure, this can be done more elegantly, but it works :)

Cheers, Peter. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

-- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

grauflut

6 Dec 6 Dec

8:51 a.m.

New subject: Sending notficiations to customers only upon closing a ticket

2007/12/5, Gustavo Azambuja :

...

thanks!!!!!!! In version 2.2.4, the line (4192) is:

Before: if (!$Param{SendNoNotification}){

After: if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){

But that line will never match, will it? State names are "closed successful" and "closed unsuccessful", which is never "eq 'closed'"... -- Cheers, Peter.

Gustavo Azambuja

9:48 a.m.

New subject: Sending notficiations to customers only upon closing a ticket

not, this work. the State TYPE is closed. On Dec 6, 2007 6:51 AM, grauflut wrote:

...

2007/12/5, Gustavo Azambuja :

...
thanks!!!!!!! In version 2.2.4, the line (4192) is:

Before: if (!$Param{SendNoNotification}){

After: if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){

But that line will never match, will it? State names are "closed successful" and "closed unsuccessful", which is never "eq 'closed'"...

-- Cheers, Peter. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

-- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

Gabriele D'Andrea

9:53 a.m.

New subject: Sending notficiations to customers only upon closing aticket

State type is 'Closed' State names of type closed are 'Closed Succesful', 'Closed Unsuccesful', etc. ----- Original Message ----- From: Gustavo Azambuja To: User questions and discussions about OTRS.org Sent: Thursday, December 06, 2007 10:48 AM Subject: Re: [otrs] Sending notficiations to customers only upon closing aticket not, this work. the State TYPE is closed. On Dec 6, 2007 6:51 AM, grauflut wrote: 2007/12/5, Gustavo Azambuja : > thanks!!!!!!! > In version 2.2.4, the line (4192) is: > > Before: > if (!$Param{SendNoNotification}){ > > After: > if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){ > But that line will never match, will it? State names are "closed successful" and "closed unsuccessful", which is never "eq 'closed'"... -- Cheers, Peter. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com ------------------------------------------------------------------------------ _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/

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Gabriele D'Andrea
grauflut
Gustavo Azambuja