I have a problem with my e-mail outbound: when I send an email (successfully) it triggers the system to immediately send a "Ticket Closed" notifications.
All Frontend::Agent::Ticket::ViewEmailOutbound settings are default.
Have anyone seen similar behavior before?
e-mail outbound automatically closes tickets
Moderator: crythias
-
- Znuny newbie
- Posts: 9
- Joined: 08 Jun 2017, 22:43
- Znuny Version: 5.0.13
- Real Name: Anna Trojnar
- Company: iionIT Network Solutions Inc
Re: e-mail outbound automatically closes tickets
I found the issue:
My "Ticket Closed" notification was set up to sent notification when there was TicketStateUpdate. The notification was sent because my outbound email was changing state of the ticket from new to open.
I added a filter to sent it only when the status is changed to closed only and that resolved the issue.
I hope this will help someone
My "Ticket Closed" notification was set up to sent notification when there was TicketStateUpdate. The notification was sent because my outbound email was changing state of the ticket from new to open.
I added a filter to sent it only when the status is changed to closed only and that resolved the issue.
I hope this will help someone
-
- Administrator
- Posts: 3968
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: e-mail outbound automatically closes tickets
Hi Anna,
Sound like there is a special Ticket Notification configured. Check the ticket's history and you should find the name of the notification.
- Roy
Sound like there is a special Ticket Notification configured. Check the ticket's history and you should find the name of the notification.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 9
- Joined: 08 Jun 2017, 22:43
- Znuny Version: 5.0.13
- Real Name: Anna Trojnar
- Company: iionIT Network Solutions Inc
Re: e-mail outbound automatically closes tickets
Hello Root,
I think you are right - changing "Ticket Closed" notification with filter set up to ticket status closed resolved the issue
Thank you for following up with me on this!
Anna
I think you are right - changing "Ticket Closed" notification with filter set up to ticket status closed resolved the issue
Thank you for following up with me on this!
Anna