Yes, he is saying use (one of) the "Compose Answer" link(s) which will send the
user an email. Type the reason you are closing the ticket in this email, then
in the drop down list for "next ticket state", set it to "closed successful" or
whatever you're doing. You can even make that the default setting if you go
tweak Frontend::Agent::Ticket::ViewCompose in the "Ticket" group in sysconfig.
The user will also be able to log in to the customer web interface and see what
you emailed them. This is the way we normally close our tickets but there are
exceptions as in those problems you get hit with in the hallway that you
already have fixed before you even enter a ticket. We have our queues set up
to NOT send the users emails for state changes of their tickets then the users
won't get 2 emails regarding the closing of their ticket (our composed answer
plus the one from the system advising of the status change) AND it gives us the
option of using the "Close" link as a way to close tickets without bothering
those users that we've already fixed up and sent on their merry way. As long
as we make the "note" we add when using "Close" an external note, the users can
still log in to the web interface and see what the resolution was if they're
ever interested.
Brett Davis
________________________________
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Castro
Sent: Thursday, June 05, 2008 07:43
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Otrs Newbie question
In this case the user will receive a email, right?
Is there any way to the user to login and then read The reason I closed the
ticket?
Bets Regards,
2008/6/4 Ali, Mustaqil M <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>>:
Reply to the ticket as per usual and set the next state to be "closed
successful".
From: [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> [mailto:[EMAIL
PROTECTED]<mailto:[EMAIL PROTECTED]>] On Behalf Of Daniel Castro
Sent: 04 June 2008 20:24
To: otrs
Subject: [otrs] Otrs Newbie question
Hi,
I started to use OTR and i am really liking it.
I want to know to to configure otrs to send in the Customer::StateUpdate the
text I typed when I closed
the ticket. This is important to show the user why I closed the Ticket.
Or there is a better way to do it?
Best Regards,
--
Daniel Castro - דניאל
Home Page : www.danielti.com.br<http://www.danielti.com.br>
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--
Daniel Castro - דניאל
Home Page : www.danielti.com.br<http://www.danielti.com.br>
MSN: [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>
Skype: danielti2005
ICQ : 316727989
Jabber: danielti
Linux User: 387864
AOL User: Danielti2005
Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria
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