closing notification.
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- Real Name: Gopal
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closing notification.
Hi All ,
I am facing problem with ticket closing notification.
Problem :
When customer raise a new ticket directly it's going in queue pool and one agent lock that ticket and sending reply or update that ticket. But while giving reply ticket state is open and sending mail after that customer getting ticket closing notification. same thing happen when ticket moves from open to pending again user getting closed notification. but ticket is in pending. Please suggest any changes need to do. and chekc below attachemnets.
I am facing problem with ticket closing notification.
Problem :
When customer raise a new ticket directly it's going in queue pool and one agent lock that ticket and sending reply or update that ticket. But while giving reply ticket state is open and sending mail after that customer getting ticket closing notification. same thing happen when ticket moves from open to pending again user getting closed notification. but ticket is in pending. Please suggest any changes need to do. and chekc below attachemnets.
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Re: closing notification.
Hi,
there is no automatic closing notification which is used by default. Please also don't hijack other threads.
Please also check the settings for the used notifiaction and post it here
there is no automatic closing notification which is used by default. Please also don't hijack other threads.
Please also check the settings for the used notifiaction and post it here
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- Znuny newbie
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- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Hi Thanks for Replyaing,
My issue is when i am putting ticket in pending customer getting ticket close notification but ticket is in pending.
My issue is when i am putting ticket in pending customer getting ticket close notification but ticket is in pending.
Re: closing notification.
as I already wrote, check your notification. OTRS does not have an automatic closure notifaction by default
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- Znuny newbie
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- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Hi Jojo,
Yes OTRS does not have an automatic closure notifaction by default. But i created Closed notification when the ticket state update in event. that is the main problem. but i want closed notification that's why i created. please suggest if there is any alternat.
Yes OTRS does not have an automatic closure notifaction by default. But i created Closed notification when the ticket state update in event. that is the main problem. but i want closed notification that's why i created. please suggest if there is any alternat.
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Re: closing notification.
you have to set a filter on the closed states in the notification
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- Znuny newbie
- Posts: 13
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- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Can you help me how to set filter
please mention procedure for that. It's very helpfull to me
please mention procedure for that. It's very helpfull to me
Re: closing notification.
Have a look here:
Please also read the admin manual (https://doc.otrs.org) or consider buying professional services
Please also read the admin manual (https://doc.otrs.org) or consider buying professional services
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"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny newbie
- Posts: 13
- Joined: 14 Nov 2017, 13:56
- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
If you dont mine please share the full path. unable to fine that ticket filter i am using otrs 5.0.24 vertion
Re: closing notification.
it is part of the ticket notification
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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- Znuny newbie
- Posts: 13
- Joined: 14 Nov 2017, 13:56
- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Shall i put Event feild is in empty insted of stateupdate????
Re: closing notification.
noramanagopal wrote:Shall i put Event feild is in empty insted of stateupdate????
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- Znuny newbie
- Posts: 13
- Joined: 14 Nov 2017, 13:56
- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Thanks a lot now it seems working. I need to test one more . Thanksssssssssssssssssssssssssssssssssssssssss
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- Znuny newbie
- Posts: 13
- Joined: 14 Nov 2017, 13:56
- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Hi,
Now i am not getting closed notifications.... after ading filter
Now i am not getting closed notifications.... after ading filter
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- Znuny newbie
- Posts: 13
- Joined: 14 Nov 2017, 13:56
- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Can anyone help me please
Re: closing notification.
most liekely to many filters. But it seems that you should buy professional support!
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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- Znuny newbie
- Posts: 13
- Joined: 14 Nov 2017, 13:56
- Znuny Version: 5.0.23
- Real Name: Gopal
- Company: Napier Healthcare
- Location: Hyderabad
Re: closing notification.
Hi Jojo
Problem is customer not getting closed notification agets are getting. I added customer in recipents also.
Problem is customer not getting closed notification agets are getting. I added customer in recipents also.
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Re: closing notification.
too many filters = too many filters.
Consider that you want to only filter on the most important things that will trigger the notification.
If that's a state, you typically only filter on the states you're looking for.
Unless you're really particularly looking for state change with extra features attached.
Consider that you want to only filter on the most important things that will trigger the notification.
If that's a state, you typically only filter on the states you're looking for.
Unless you're really particularly looking for state change with extra features attached.
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