how to send email to notify ticket status change
I just recently started using the OTRS system. Most of the features are great but one thing I haven't been able to do is to send an email to the customers saying there is a change in their ticket status. For example, once a customer logs in through the customer interface and sends a ticket if we add a response to it or change it somehow, how can i send a notification email to the customer? thanks a bunch in advance
Admin interface, under your queue settings, there are 3 different customer notify settings right under the "Salutation" and "Signature" fields. Change the "Customer State Notify:" setting to "Yes". That will cause it to send the customer an email whenever you change the status of a ticket. You might want to set the ones for "Move" and "Owner" too. I use those last 2 but leave the state change one as "No" because sometimes I want to open and close a ticket for a problem a user had but don't necessarily want the customer to get emails when I open then close it. Our procedure then if we want to send an email to the user when we are closing their ticket is to use the "compose answer" link rather than the "close" link and then set the ticket's next state to closed in that form. One of the many things that make OTRS such a fabulous system is the ability to customize it. Brett ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Kim Sent: Friday, March 14, 2008 16:08 To: otrs@otrs.org Subject: [otrs] how to send email to notify ticket status change I just recently started using the OTRS system. Most of the features are great but one thing I haven't been able to do is to send an email to the customers saying there is a change in their ticket status. For example, once a customer logs in through the customer interface and sends a ticket if we add a response to it or change it somehow, how can i send a notification email to the customer? thanks a bunch in advance Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.
Yes, I have seen that option and already set it to yes but it still does not seem to be sending any mail. Any other suggestions?
Can you send any emails from OTRS at all? If not, it could be your SMTP/sendmail settings? Check out Admin, SysConfig then select "Framework" under "Group selection" (I think it's normally already selected but...) and click "Show" (you could do a search here for sendmail if you don't want to see the whole list, up to you). Over on the right side under "Result:", click on "Core::Sendmail". Depending on which module you're using (default is sendmail), it could be a mismatch between either sendmail settings or something in your SMTP settings don't match settings on your mail server. For instance, say you're using SMTP in OTRS. If your mail server is set up to require a sender to have an account and require them to use SMTP AUTH in order to be able to send email through it (I'd hope you have some kind of open relay prevention like this in place), you'd need to make sure you select the checkboxes for "SendmailModule::AuthUser" and "SendmailModule::AuthPassword" and fill in an appropriate user name and password in those fields respectively. There are several variables here that could allow/prevent you from sending emails depending on the environment you're running OTRS in. That's where I'd start if you can't send any emails at all. If it's just the status notifications that aren't going out then, hmmm, I don't know. Maybe see if they're coming in to your mail server and/or being filtered somewhere. If you click the "history" link in a ticket that you have switched the status on, you should be able to see everyone that OTRS sent an email to regarding the status change. If you see that it is sending the emails there, check your mail server logs to see if the emails ever made it to the server, etc. Beyond that, if your OTRS is just misfiring on generating/sending the status change notifications for some reason but you can email anything else from OTRS just fine, some of the coders around here might have to help you with this one. I'm pretty sure this is not a bug in OTRS though, mine sends status emails just fine if I turn this setting on. Brett ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Kim Sent: Saturday, March 15, 2008 3:03 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to send email to notify ticket status change Yes, I have seen that option and already set it to yes but it still does not seem to be sending any mail. Any other suggestions? Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.
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Brett Davis -
David Kim