Notification about Decision result don't created & is not sent

[yuri0001]

Hi!
I want to send notification to customer and agents about decision result through Decision menu item in AgentTicketZoom.
I'll configure Notification for:
Event - TicketDynamicFieldUpdate_ITSMDecisionResult
Recipients - All agents subscribed to the ticket's queue & Customer of the ticket
Notification metods - E-mail - checked
Notification article type - e-mail-notification-ext
Notification text -

Code: Select all

Hi <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>  <OTRS_NOTIFICATION_RECIPIENT_UserLastname>,

<OTRS_CURRENT_UserFullname> wrote:
Decision: <OTRS_TICKET_DynamicField_ITSMDecisionResult_Value>

Подробно:
for customer:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom;TicketID=<OTRS_TICKET_ID>

for user:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_ID>

<OTRS_CONFIG_NotificationSenderName>

NotificationDecision_to_customer/user

BUT no notification created and not sent enybody.
Event TicketDynamicFieldUpdate in Ticket History is present:
TicketDynamicFieldUpdate Updated: FieldName=ITSMDecisionResult;Value=Approved;OldValue=Rejected;
Only notification about ArticleCreated is sent to customer.

What's wrong?