Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number:
Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged Notification subject: Your ticket is now merged Notification body: your own string and <OTRS_AGENT_Body> if you want to include the new number. HTH, Mike On Tue, Jun 26, 2012 at 10:27 AM, <s.krue...@aswo.com> wrote: > Hi ! > no, that doesn´t help. I know this forum entry. > It doesn´t help me, because there ´ s no answer to that question, how to > send an information to the owner/agent of the ticket, which gets the merged > ticket. > > > > > Message: 2 > Date: Mon, 25 Jun 2012 17:51:20 -0400 > From: Gerald Young <cryth...@gmail.com> > Subject: Re: [otrs] Help -> Information after merging tickets > To: "User questions and discussions about OTRS." <otrs@otrs.org> > Message-ID: > <CAKk-oUL-19MBMF6_NB31ySD6oM1eEcVZeQLicpZtdW= > bozb...@mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Does this help? http://forums.otterhub.org/viewtopic.php?f=62&t=15841 > > > On Mon, Jun 25, 2012 at 9:05 AM, <s.krue...@aswo.com> wrote: > > > Hi ! > > > > I want to create an email for the ticket-owner, after a new ticket was > > merged to an existing ticket. > > I try to create an event-notification, but I always get an email with > > information about the new (merged) ticket and not about the existing > > ticket. :-( > > > > I which way can I realise it ? Any help is welcome :-) > > > > Thanks in advance . > > Best regards, Stefanie Kr?ger > > > --------------------------------------------------------------------- > > 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 > > > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20120625/7f9e98ef/attachment-0001.html > > > > ------------------------------ > > > --------------------------------------------------------------------- > 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 >
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