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.
How to notify customer upon closed ticket?
Moderator: crythias
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- Znuny newbie
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Re: How to notify customer upon closed ticket?
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Re: How to notify customer upon closed ticket?
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"
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"
OTRS 2.4.7 on SLES11 with MySQL database.
Re: How to notify customer upon closed ticket?
there's a wiki entry for it: http://wiki.otrs.org/index.php?title=No ... has_closed
Evaluation/pilot: OTRS 2.4.7 on Linux (CentOS 5.4) with MySQL database connected to an Active Directory for Agents and Customers.
-
- Znuny newbie
- Posts: 11
- Joined: 28 Jul 2010, 09:50
- Znuny Version: 2.4.7
- Location: Russia, Siberia, Krasnoyarsk
- Contact:
Re: How to notify customer upon closed ticket?
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]
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]
OTRS 2.4.7 on SLES11 with MySQL database.