Hi Michael, I have created two event notifications, one of which informs a user when their case is closed, and the other when a note has been added to their ticket (Note-External)
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: <OTRS_CUSTOMER_REALNAME>, Your ticket has been closed. If the issue has not be resolved to your satisfaction, please feel free to re-open it. Our support team has closed the ticket with the following comment(s) <OTRS_AGENT_BODY> Regards, IT To configure a notification when a note has been added to the ticket: Recipient : Customer Event: ArticleCreate Article Type : note-external And fill the text accordingly, for me its: <OTRS_CUSTOMER_REALNAME>, A note has been added to your ticket : Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> <OTRS_AGENT_BODY[999]> Regards, IT I hope this is of some help to you. David On Fri, Oct 16, 2009 at 9:01 AM, Michael Mayaka <mikemay...@yahoo.co.uk>wrote: > Hi All, > I have been using Autoresponse<>queue to automatically respond to customers > when new tickets are created. My question is, how can I automatically notify > customers when their tickets are closed/updated? I have gone through > "Notification" and "Notification(Event)" - Which of these can be used as an > automatically triggered response to an event and how? (I'm using otrs2.4.4) > > Michael > > > > --------------------------------------------------------------------- > 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/ >
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