Re: Notification on ticket close?

Florian Liebe <[email protected]> Mon, 23 Jul 2018 21:20:57 +0200
Newsgroups	gmane.comp.otrs.user
Message-ID	<[email protected]>
Hi Arun.

Please check the setting 'AgentSelfNotifyOnAction' in the system configuration, I think it’s deactivated by default.

Have a great evening,
Flo


> Am 23.07.2018 um 18:12 schrieb Arun Venkataraman <[email protected]>:
> 
> 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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