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 On Tue, Jun 26, 2012 at 10:27 AM, wrote:

Hi ! no, that doesn´t help. I know this forum entry. It doesn´t help me, because there ´ s no answer to that question, how to send an information to the owner/agent of the ticket, which gets the merged ticket.

Message: 2 Date: Mon, 25 Jun 2012 17:51:20 -0400 From: Gerald Young Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Does this help? http://forums.otterhub.org/viewtopic.php?f=62&t=15841

On Mon, Jun 25, 2012 at 9:05 AM, wrote:

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Hi !

I want to create an email for the ticket-owner, after a new ticket was merged to an existing ticket. I try to create an event-notification, but I always get an email with information about the new (merged) ticket and not about the existing ticket. :-(

I which way can I realise it ? Any help is welcome :-)

Thanks in advance . Best regards, Stefanie Kr?ger

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