closing notification.

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ramanagopal
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closing notification.

Post by ramanagopal » 14 Dec 2017, 11:38

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.
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jojo
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Re: closing notification.

Post by jojo » 14 Dec 2017, 11:49

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
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ramanagopal
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Re: closing notification.

Post by ramanagopal » 14 Dec 2017, 11:54

Hi Thanks for Replyaing,

My issue is when i am putting ticket in pending customer getting ticket close notification but ticket is in pending.

jojo
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Re: closing notification.

Post by jojo » 14 Dec 2017, 12:05

as I already wrote, check your notification. OTRS does not have an automatic closure notifaction by default
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ramanagopal
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Re: closing notification.

Post by ramanagopal » 14 Dec 2017, 12:15

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.
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jojo
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Re: closing notification.

Post by jojo » 14 Dec 2017, 12:27

you have to set a filter on the closed states in the notification
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ramanagopal
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Re: closing notification.

Post by ramanagopal » 14 Dec 2017, 12:33

Can you help me how to set filter

please mention procedure for that. It's very helpfull to me :(

jojo
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Re: closing notification.

Post by jojo » 14 Dec 2017, 12:38

Have a look here:
Ticket_Notifications.png

Please also read the admin manual (https://doc.otrs.org) or consider buying professional services
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ramanagopal
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Posts: 13
Joined: 14 Nov 2017, 13:56
OTRS Version?: 5.0.23
Real Name: Gopal
Company: Napier Healthcare
Location: Hyderabad
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Re: closing notification.

Post by ramanagopal » 14 Dec 2017, 13:03

If you dont mine please share the full path. unable to fine that ticket filter i am using otrs 5.0.24 vertion

jojo
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Re: closing notification.

Post by jojo » 14 Dec 2017, 13:07

it is part of the ticket notification
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ramanagopal
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Re: closing notification.

Post by ramanagopal » 14 Dec 2017, 13:16

Shall i put Event feild is in empty insted of stateupdate????

jojo
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Re: closing notification.

Post by jojo » 14 Dec 2017, 13:18

ramanagopal wrote:Shall i put Event feild is in empty insted of stateupdate????
no
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ramanagopal
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Posts: 13
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OTRS Version?: 5.0.23
Real Name: Gopal
Company: Napier Healthcare
Location: Hyderabad
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Re: closing notification.

Post by ramanagopal » 14 Dec 2017, 13:34

Thanks a lot now it seems working. I need to test one more . Thanksssssssssssssssssssssssssssssssssssssssss :D :)

ramanagopal
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Posts: 13
Joined: 14 Nov 2017, 13:56
OTRS Version?: 5.0.23
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Re: closing notification.

Post by ramanagopal » 15 Dec 2017, 11:09

Hi,

Now i am not getting closed notifications.... after ading filter
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ramanagopal
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Posts: 13
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OTRS Version?: 5.0.23
Real Name: Gopal
Company: Napier Healthcare
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Re: closing notification.

Post by ramanagopal » 15 Dec 2017, 11:30

Can anyone help me please

jojo
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Re: closing notification.

Post by jojo » 15 Dec 2017, 11:47

most liekely to many filters. But it seems that you should buy professional support!
"Production": OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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ramanagopal
OTRS newbie
Posts: 13
Joined: 14 Nov 2017, 13:56
OTRS Version?: 5.0.23
Real Name: Gopal
Company: Napier Healthcare
Location: Hyderabad
Contact:

Re: closing notification.

Post by ramanagopal » 15 Dec 2017, 14:29

Hi Jojo

Problem is customer not getting closed notification agets are getting. I added customer in recipents also. :(

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Re: closing notification.

Post by crythias » 23 Dec 2017, 09:04

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.
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