This from the Wiki:
Please Note
There is a reason this notification is not there out of the box, it is that in general the idea is that you either phone or email your customers when you close a ticket. If you track this phone call in or send the email from OTRS, your customer is aware that the ticket changed states and why. That said, we can understand if you feel the need to notify your customers of closure, especially for instance if you need to report back closure codes.
The Event Based Notification mechanism will help you with this.
Implementation
This is done in the Admin, Notification (Event) section:
Add a new Notification [Add]
Edit (Change):
Name: Close Ticket Notification
Recipient: Agent (Owner) and Customer
Event: TicketStateUpdate
State: closed successful and closed unsuccessful
Subject: Closed (<OTRS_TICKET_Title[100]>)
Text:
This ticket <OTRS_TICKET_Title[100]> has been closed.
Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed.
You can track your ticket here:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_TicketID>
Valid: Valid
Notify users that ticket has closed
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Notify users that ticket has closed
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.
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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