how to enable auto-response for ticket close?

Mika Chu

17 May 2010 17 May '10

6:49 a.m.

Hi everyone! I installed otrs 2.4.7 on FreeBSD, it is working, there is email response for new ticket, but there is nothing for closing it. How can I enable it? Thanks! -- --- Mika Chu

Attachments:

attachment.html (text/html — 257 bytes)

Show replies by date

TechFan

17 May 17 May

7:06 a.m.

yes, I want to do that too! ----- Original Message ----- From: Mika Chu To: otrs@otrs.org Sent: Monday, May 17, 2010 4:49:41 PM Subject: [otrs] how to enable auto-response for ticket close?

...

Hi everyone! I installed otrs 2.4.7 on FreeBSD, it is working, there is email response for new ticket, but there is nothing for closing it. How can I enable it? Thanks!

-- --- Mika Chu

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Ivo Veseli

7:15 a.m.

Solution of a problem which you send to customer is, in fact, a response (notification) email to customer. But, you also can create a notification which is triggered by ticket state (open, close), ticket priority, queue, etc.. Go to admin interface and take a look at Notification(Event) option. Best regards, Ivo Veseli _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mika Chu Sent: Monday, May 17, 2010 8:50 AM To: otrs@otrs.org Subject: [otrs] how to enable auto-response for ticket close? Hi everyone! I installed otrs 2.4.7 on FreeBSD, it is working, there is email response for new ticket, but there is nothing for closing it. How can I enable it? Thanks! -- --- Mika Chu

Michael Mayaka

7:52 a.m.

Hi, Check out this example: Example: -------- This notification informs a user when their case is closed. To configure a notification for a closed ticket, configure a Notification(Event) as so: (if not specified, leave as blank) Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Enter you desired subject and text. For mine its: Hi , Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to contact IT Helpdesk. Your Request was: ===================================================================== ===================================================================== Our support team has closed the ticket with the following comment(s): ===================================================================== ===================================================================== Kind Regards, Michael Mayaka

TechFan

12:27 p.m.

Thanks. I set that up. . .and I am not getting any notifications sent ( I was the customer on the ticket I closed. . .no email)? Any ideas? ----- Original Message ----- From: Michael Mayaka To: "User questions and discussions about OTRS." Sent: Monday, May 17, 2010 5:52:56 PM Subject: [otrs] how to enable auto-response for ticket close?

...

Hi, Check out this example: Example: -------- This notification informs a user when their case is closed.

To configure a notification for a closed ticket, configure a Notification(Event) as so: (if not specified, leave as blank)

Recipient : Customer Event : TicketStateUpdate State : Closed successful / Closed unsucsessful Enter you desired subject and text. For mine its:

Hi , Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to contact IT Helpdesk.

Your Request was: ===================================================================== =====================================================================

Our support team has closed the ticket with the following comment(s): ===================================================================== ===================================================================== Kind Regards,

Michael Mayaka

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Nils Leideck - ITSM

18 May 18 May

1:20 a.m.

Hi, On 17.05.2010, at 05:27, TechFan wrote:

...

Thanks. I set that up. . .and I am not getting any notifications sent ( I was the customer on the ticket I closed. . .no email)? Any ideas?

can you see the email as article? If recipient is set to “Customer”, the email is stored as article as well. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

TechFan

7:12 a.m.

Thanks for responding Nils, Can you please help me understand how to answer your question? "can you see the email as article?" What exactly are you asking? Are you talking about the settings for the Notification (Event) or the ticket being closed? Are you talking about the Article type under the Notification (Event) settings? If so, I have not selected any of those options (email-internal, note-external, etc). It says those apply to ArticleCreate Events, so I didn't set any of them. If you are asking about the Recipient (Group based) setting, yes, I have selected Customer. If you are asking about the Zoom Ticket view. . .I can see Compose Answer (email) and when I click it, it opens with the email address in the To or CC (it populates the To with my email address - I submitted the ticket via email and then changed the customer so the customer's email address shows up in the CC?). The ones I was closing to test with, I was both the customer and the agent. Thanks again for your help. Please help me find the answers you need to understand what is happening. Thanks. ----- Original Message ----- From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Sent: Tuesday, May 18, 2010 11:20:18 AM Subject: [otrs] how to enable auto-response for ticket close?

...

Hi,

On 17.05.2010, at 05:27, TechFan wrote:

...
Thanks. I set that up. . .and I am not getting any notifications sent ( I was the customer on the ticket I closed. . .no email)? Any ideas?

can you see the email as article? If recipient is set to “Customer”, the email is stored as article as well.

Freundliche Grüße / Kind regards

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Nils Leideck - ITSM

19 May 19 May

1:41 a.m.

Hi, On 18.05.2010, at 00:12, TechFan wrote:

...

Can you please help me understand how to answer your question? "can you see the email as article?" What exactly are you asking? Are you talking about the settings for the Notification (Event) or the ticket being closed? Are you talking about the Article type under the Notification (Event) settings? If so, I have not selected any of those options (email-internal, note-external, etc). It says those apply to ArticleCreate Events, so I didn't set any of them.

If you are asking about the Recipient (Group based) setting, yes, I have selected Customer.

If you are asking about the Zoom Ticket view. . .I can see Compose Answer (email) and when I click it, it opens with the email address in the To or CC (it populates the To with my email address - I submitted the ticket via email and then changed the customer so the customer's email address shows up in the CC?). The ones I was closing to test with, I was both the customer and the agent.

Thanks again for your help. Please help me find the answers you need to understand what is happening.

If your notification is defined ok and your recipient is the customer then the email text should be stored as an article on the ticket that you closed. If there is no new article then the notification settings are probably wrong. Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

TechFan

2:42 a.m.

Ok. I think I got it now. I searched the closed tickets and found there is a closed notification message attached to the ticket. . .but I did not receive the email. . .I get all other notifications just fine. . .why would this custom one be different? Thanks. ----- Original Message ----- From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 11:41:04 AM Subject: [otrs] how to enable auto-response for ticket close?

...

Hi,

On 18.05.2010, at 00:12, TechFan wrote:

...
Can you please help me understand how to answer your question? "can you see the email as article?" What exactly are you asking? Are you talking about the settings for the Notification (Event) or the ticket being closed? Are you talking about the Article type under the Notification (Event) settings? If so, I have not selected any of those options (email-internal, note-external, etc). It says those apply to ArticleCreate Events, so I didn't set any of them.

If you are asking about the Recipient (Group based) setting, yes, I have selected Customer.

If you are asking about the Zoom Ticket view. . .I can see Compose Answer (email) and when I click it, it opens with the email address in the To or CC (it populates the To with my email address - I submitted the ticket via email and then changed the customer so the customer's email address shows up in the CC?). The ones I was closing to test with, I was both the customer and the agent.

Thanks again for your help. Please help me find the answers you need to understand what is happening.

If your notification is defined ok and your recipient is the customer then the email text should be stored as an article on the ticket that you closed. If there is no new article then the notification settings are probably wrong.

Freundliche Grüße / Kind regards

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Nils Leideck - ITSM

2:52 a.m.

Hi, On 18.05.2010, at 19:42, TechFan wrote:

...

Ok. I think I got it now. I searched the closed tickets and found there is a closed notification message attached to the ticket. . .but I did not receive the email. . .I get all other notifications just fine. . .why would this custom one be different?

Good question. Any unusual info in the otrs, apache, system, database logfiles ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project

TechFan

7:35 a.m.

otrs logfile looks fine: [Wed May 19 03:23:39 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'mholm@domain.com'. [Wed May 19 16:02:07 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'JLuciano@domain.com'. Where are the system and database log files you are asking about. Installed on windows. There are lots of errors in the apache error.log. Anything look suspicious?: [Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 67, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::Modules::AgentTicketClose::Run (v1.69.2.1) Line: 333, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] , referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI... [Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI... [Wed May 19 17:26:10 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket... [Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. ----- Original Message ----- From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 12:52:25 PM Subject: [otrs] how to enable auto-response for ticket close?

...

Hi,

On 18.05.2010, at 19:42, TechFan wrote:

...
Ok. I think I got it now. I searched the closed tickets and found there is a closed notification message attached to the ticket. . .but I did not receive the email. . .I get all other notifications just fine. . .why would this custom one be different?

Good question. Any unusual info in the otrs, apache, system, database logfiles ?

Freundliche Grüße / Kind regards

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

TechFan

20 May 20 May

5:34 p.m.

Does any of this indicate problems? ----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 5:35:49 PM Subject: [otrs] how to enable auto-response for ticket close?

...

otrs logfile looks fine:

[Wed May 19 03:23:39 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'mholm@domain.com'.

[Wed May 19 16:02:07 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'JLuciano@domain.com'.

Where are the system and database log files you are asking about. Installed on windows.

There are lots of errors in the apache error.log. Anything look suspicious?:

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 67, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::Modules::AgentTicketClose::Run (v1.69.2.1) Line: 333, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] , referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI...

[Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI...

[Wed May 19 17:26:10 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083.

----- Original Message ----- From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 12:52:25 PM Subject: [otrs] how to enable auto-response for ticket close?

...
Hi,

On 18.05.2010, at 19:42, TechFan wrote:

...
Ok. I think I got it now. I searched the closed tickets and found there is a closed notification message attached to the ticket. . .but I did not receive the email. . .I get all other notifications just fine. . .why would this custom one be different?

Good question. Any unusual info in the otrs, apache, system, database logfiles ?

Freundliche Grüße / Kind regards

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

TechFan

2 Jun 2 Jun

2:01 p.m.

Nils, Any tips of what to look for? Thanks. ----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Friday, May 21, 2010 3:34:58 AM Subject: [otrs] how to enable auto-response for ticket close?

...

Does any of this indicate problems?

----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 5:35:49 PM Subject: [otrs] how to enable auto-response for ticket close?

...
otrs logfile looks fine:

[Wed May 19 03:23:39 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'mholm@domain.com'.

[Wed May 19 16:02:07 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'JLuciano@domain.com'.

Where are the system and database log files you are asking about. Installed on windows.

There are lots of errors in the apache error.log. Anything look suspicious?:

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 67, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::Modules::AgentTicketClose::Run (v1.69.2.1) Line: 333, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] , referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI...

[Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI...

[Wed May 19 17:26:10 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083.

----- Original Message ----- From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 12:52:25 PM Subject: [otrs] how to enable auto-response for ticket close?

...
Hi,

On 18.05.2010, at 19:42, TechFan wrote:

...
Ok. I think I got it now. I searched the closed tickets and found there is a closed notification message attached to the ticket. . .but I did not receive the email. . .I get all other notifications just fine. . .why would this custom one be different?

Good question. Any unusual info in the otrs, apache, system, database logfiles ?

Freundliche Grüße / Kind regards

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

------------------------------------------------------------------------

--------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

5525

Age (days ago)

5541

Last active (days ago)

List overview

Download

12 comments

5 participants

participants (5)

Ivo Veseli
Michael Mayaka
Mika Chu
Nils Leideck - ITSM
TechFan