"Case Resolved" Notification

[paul1705]

Hi All,

Apologies for the probably stupid question. Does anyone know how to setup notifications whereby when a case is resolved an email goes to the customer to inform them of this fact.

I have looked in the manual and in the Admin bit of the Application and can't see an easy way of doing this?

Any help would be muchly appreciated.....

[dylan650]

I'm not sure what version you are on. I am using 3.1.3.

Click Admin
Click Notifications (Event)
Click Add Notification
Give it a name
Chose who you want the notification to go to
Chose EVENT = TicketUpdate
Chose all types
Chose all closed states
scroll down and type something in the subject

In the text area, I wrote...


Hello <OTRS_CUSTOMER_DATA_UserFirstname>,

This is to notify you that ticket <OTRS_TICKET_TicketNumber> - <OTRS_CUSTOMER_Subject> is now closed.

You may reopen this ticket through the web interface at:
https://otrs.company.com/otrs/customer. ... cketNumber>

For all other inquiries, please open a new ticket.

Regards,
<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>

[paul1705]

Thanks Dylan...That worked a treat!