automatically close ticket

[steeman]

Is it technical possible to close a ticket when you choose one specific answer template (with a self written perl module)?
Can you catch such an event (which one)? Can you test which template is used? ...

Thanks for some tips.

[crythias]

Really? Version 3.x? I'd strongly suggest upgrading.

The gist of the URL adds all the fields to be filled. If you know the StateID of your closed state, you can append that on the URL.
http://OTRS.DOMAIN/otrs/index.pl?Challe ... &StateID=2

There are multiple parts with regard to this.
1) You want to close the ticket. If you don't want to send the customer a customized email, you might just close the ticket under Close. Make sure the closure is note-external/visible to customer and then use a generic autonotification that the ticket is closed.
2) You want to reply but in choosing a specific reply, it sets a state... see above

Also though this might have already been addressed: viewtopic.php?t=38844
(Maybe not....)

[steeman]

No it is recent version 6.0.27

My question was the following.
if I send one specific answer, can I close the ticket without manually setting the next ticket state to 'closed succesfully'?
The reason: it happens regularly that a agent choose 'close answer' but forgets to set the next ticket state to 'closed succesfully'.

PS: not a real problem, but it would be a small improvement.

[jojo]

there are add ons on the market for this usecase

[skullz]

https://opar.perl-services.de/dist/Resp ... tate-6.0.2

[steeman]

Thanks
didn't know of this site.

Philip