Re: Notification on ticket close?

Hello Carlos,

Thank you for your response.  I tried your suggested settings but did not
receive a close notification that I was expecting; the ticket history has
the following entry:

--------------------------------------------------------------------------
 07/23/2018 10:39:34
Agent 	Action 	Article
Arun Venkataraman 	Changed state from "new" to "closed successful". (StateUpdate) 	
Arun Venkataraman 	Unlocked ticket. (Unlock) 	
Arun Venkataraman 	Added note (Close). (AddNote) 	
Arun Venkataraman 	Reset of unlock time. (Misc) 	
Arun Venkataraman 	Sent "Ticket state change notification" notification to "jirizarry" via "Email". (SendAgentNotification)
--------------------------------------------------------------------------

Agent "jirizarry" has listed this queue (IT:Desktop) at the head of his
Notification Preferences.  The queue is listed third in my Preferences.
The Ticket Notification Recipients specifies:

Send to: All agents subscribed to the ticket's queue x
         All agents subscribed to the ticket's service x

but the history does not show a notification sent to me (Arun) and I did
not receive an e-mail.

Thank you,
-arun

On Sun, Jul 22, 2018 at 05:02:31PM -0500, Carlos García wrote:
> Hi Arun,
> 
> please try:
> 
>   Event: TicketStateUpdate
>   Ticket Filter - State: closed . . . (depends on what you want to do)
> 
> and the rest for Recipients and others as you like.
> 
> 
> Regards,
> Carlos García
> 
> 
> 
> 
> 
> > On Jul 20, 2018, at 11:59 AM, Arun Venkataraman <[email protected]> wrote:
> > 
> > Hello,
> > 
> > I have been trying, unsuccessfully, to obtain a notification from
> > OTRS (v6.0.3 Free) when a ticket is closed.  I do receive automatic
> > notifications when a new ticket is created, pending reminders, etc.
> > 
> > I added a notification type in the Ticket Notification Management
> > screen, and have tried various event triggers with filters etc to
> > capture a "ticket close event".
> > 
> > All the standard notifications seem to use a "Notification**" event
> > type, but I have not found the applicable event for closing a ticket.
> > 
> > Help appreciated, or let me know if this is the wrong approach.
> > 
> > Thanks,
> > -arun
> > --
> > Arun Venkataraman, Arecibo Observatory/HC3 Box 53995/Arecibo, PR 00612
> > [email protected]
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> > 
> 



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-- 
Arun Venkataraman, Arecibo Observatory/HC3 Box 53995/Arecibo, PR 00612
[email protected] http://www.naic.edu/~arun (787)878-2612X340 FAX 878-1861
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