Znuny Open Source Ticketsystem

Thank you guys.
It is very helpful.

Navidlo

Try replace ${INTERVAL} with 1 MONTH or 1 YEAR or 1 WEEK or 1 DAY

Navidlo

You must edit Kernel\Output\HTML\Standard\AgentTicketOverviewSmall.dtl

In attached file is my modification.

Navidlo

Hi.

I found it.
In Ticket.pm, in section "sub TicketMerge" , i change:

# add merge article to merge ticket
$Self->ArticleCreate(
TicketID => $Param{MergeTicketID},
SenderType => 'agent',
ArticleType => 'note-external',
ContentType => "text/plain; charset=ascii",
UserID => $Param{UserID ...

Here is hystory.

I test it with mi test account for customer. System send me a mail.

EDIT:Customer mail in last line is my private mail is set as a test customer. Agent is another work mail.

Thanks

Hi.

Yes. Send to customer (check box "inform customer" is unchecked) .

Please, how i disable sending mail on merge action in system or in program files *.pm ?

Thanks
Navidlo

Hi.

I do. I don't chek this option. But system send message:
Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".
setted in Ticket::Frontend::AutomaticMergeText ...

But this option is disallowed to disable in system config.

Thanks
Navidlo

Hi.

The first message is that this was info on Customer portal.
The second message is that this was info on Customer mail.

When the note is to be the only info agents are used note-internal.
When you inform the customer, you use note-external, and he sees it in the portal.
To be informed of mail ...

Hi.
sorry mi english...

Create custom notification for send email to customer and/or agent.
This topic may help you:
viewtopic.php?f=53&t=7290&p=68209&hilit ... ion#p68209

Best regards
Navidlo

Hello.

At first. Please sorry mi bad english.

I need help. Please, how i stopping notification to customer (or to all) when i merge one or more tickets to another ticket?

Many thanks.

Navidlo