Stopping certain email notifications being sent out to clients
Hi, I have created a separate closed state that signifies that a call has been closed but has not been billed for. When a call is put in this state all I have to do is run a search filter on the state and I get a list of what calls I have to bill clients for. The downside of this is that the client gets two closed email notifications i.e. one for my closed not billed state and one for closed successful. I would prefer that the client would receive one email notification on either of states. Is this possible or is there a better way of accomplishing what I am after. OTRS version is 1.31 on RH based distro TIA
Hello, On 27 Jul 2005 at 22:38, Des Quinn wrote:
Is this possible or is there a better way of accomplishing what I am after.
I had a similar issue some time ago and used this approach, as I was not using the "pending reminder" state. If you use a "state type" of "pending reminder" for you new "Closed not billed" state, the ticket won't be closed, so the customer won't receive a mail. But you'll also need to use the variable $Self->{ViewableStateType} in Config.pm to make "pending remainder" state type not viewable, so those tickets won't show in your queues (they'll be available only through searches). I used: $Self->{ViewableStateType} = ['new', 'open', 'pending auto']; Maybe you can create new "state types" in order to be able to use "pending reminder" states if you need them, but I don't know how :( If you find any solution to these problem, I'll be glad to hear from you! ;)
TIA
Regards, --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
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Des Quinn -
Victor Rodriguez Cortes