How to notify customer upon closed ticket?

[zerothelement]

Good day,

Im a newbie here. Need advise and assistance from expert here about how to customize ticket template to notify customer upon closed ticket.

Thanks in advance.

[Mike_B]

Hi; would this help: http://forums.otrs.org/viewtopic.php?f=62&t=4772

Regards,
Mike.

[Chebotko]

Hello. I see You subject http://forums.otrs.org/viewtopic.php?f=53&t=5056
And i have question: How are You doing this by GenericAgent ?
For eample:
1. You have expired ticket (by SLA time resolve = -13 min)
2. You created new state: "Expired" and new state type "Expired"
3. You created new notification "ExpiredNotification": If TicketStateUpdate on state: "expired" then send notification to agents, clients, customers: "Your ticket Nxxxx is expired"
Question:
4. How You can create task by GenericAgent for automatic change state of ticket from "open" at "expired" for working notification "ExpiredNotification"

[fbobraga]

there's a wiki entry for it: http://wiki.otrs.org/index.php?title=No ... has_closed

[Chebotko]

Hello.
In Admin interface:
[Notification (Event)] => Add a new Notification
Set up: Name
Set up: Recipient: Customer
Set up: Event: TicketStateUpdate
Set up: State: Closed successful or Close unsuccessful
Set up: Subject: Ticket <OTRS_TICKET_TicketNumber> is closed.
Set up: Text: (for example)
Hello, <OTRS_CUSTOMER_REALNAME>.
You wrote:
<OTRS_CUSTOMER_EMAIL[10]>
Your ticket <OTRS_TICKET_TicketNumber> succesful or unsuccesful closer.
<OTRS_AGENT_BODY[5]>
--
<OTRS_OWNER_UserLastname> <OTRS_OWNER_UserFirstname>

If this advice was useful and helped You, set up [Resolved]