closing notification.

Moderator: crythias

Post Reply
ramanagopal
Znuny newbie
Posts: 13
Joined: 14 Nov 2017, 13:56
Znuny Version: 5.0.23
Real Name: Gopal
Company: Napier Healthcare
Location: Hyderabad

closing notification.

Post by ramanagopal »

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.
You do not have the required permissions to view the files attached to this post.
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

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
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

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
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

as I already wrote, check your notification. OTRS does not have an automatic closure notifaction by default
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

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.
You do not have the required permissions to view the files attached to this post.
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

you have to set a filter on the closed states in the notification
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

Can you help me how to set filter

please mention procedure for that. It's very helpfull to me :(
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

Have a look here:
Ticket_Notifications.png

Please also read the admin manual (https://doc.otrs.org) or consider buying professional services
You do not have the required permissions to view the files attached to this post.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

If you dont mine please share the full path. unable to fine that ticket filter i am using otrs 5.0.24 vertion
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

it is part of the ticket notification
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

Shall i put Event feild is in empty insted of stateupdate????
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

ramanagopal wrote:Shall i put Event feild is in empty insted of stateupdate????
no
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

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

Post by ramanagopal »

Hi,

Now i am not getting closed notifications.... after ading filter
You do not have the required permissions to view the files attached to this post.
ramanagopal
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.

Post by ramanagopal »

Can anyone help me please
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: closing notification.

Post by jojo »

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
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
ramanagopal
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.

Post by ramanagopal »

Hi Jojo

Problem is customer not getting closed notification agets are getting. I added customer in recipents also. :(
crythias
Moderator
Posts: 10169
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: closing notification.

Post by crythias »

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.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Post Reply