Email sent on ticket closed

[technicolor]

Hi,
i'd like system will send an email to customer when i close a ticket. Is it possible?

Thanks,

Fabio

[Mike_B]

Hi,

You CAN do this, it's pretty easy to set up. Just check Admin > Notifications (Event) and create the notification you want.

However, what i'd recommend, is to let the helpdesk always contact the end user by phone or email when closing a ticket. That way you don't 'need' the notification, because you already capture the customer interaction when closing the ticket in OTRS.

--
Mike

[pekkaar]

Hi,

You CAN do this, it's pretty easy to set up. Just check Admin > Notifications (Event) and create the notification you want.

However, what i'd recommend, is to let the helpdesk always contact the end user by phone or email when closing a ticket. That way you don't 'need' the notification, because you already capture the customer interaction when closing the ticket in OTRS.

--
Mike

What if you don't want a canned answer every time a ticket is closed, but a custom message for the particular customer? Then Notifications (Event) is not the right tool.

It would be best for the agents to be able to type a message for the customer when the ticket is closed down. There is in fact an email editor in the Close form that you have to fill in, but it will only be added to the ticket as an Article, and won't be sent out to the customer as an email.

Thanks,
Peter

[jojo]

You should do this via "Compose Answer" Function.

[pekkaar]

Hi jojo, indeed -- however that does not work for me (see my comment under the "Not able to "Compose Answer (email)" topic)
Peter

[jojo]

Did you assign Answer Templates to the Queues?

[pekkaar]

Did you assign Answer Templates to the Queues?

Are you referring to the Notification (Events) admin option? I only added an auto-reply notification (TicketCreate event) to my queue in here.

Or do you mean Responses? I have an empty response and a test response assigned to my queue.

[jojo]

No, I'm reffering on:

[ Responses ]
[ Responses <-> Queue ]

[pekkaar]

I do have 2 Responses assigned to my queue, yes.

[jojo]

so this should work...

[pekkaar]

Update: after extensive issue-hunting, I simply went on creating new responses, and these in fact work, I do have Compose Answer (Email) activated. Isn't there a filter in OTRS to only allow Responses to show up under Compose Answer that do contain 'plcaeholders' like <XXX> ?

Regards,
Peter

[technicolor]

So, at the end, what is the solution for my problem?

[crythias]

Unfortunately, someone else hijacked your topic. The answer is Notification <-> Event Closed Topic.

[technicolor]

Unfortunately, someone else hijacked your topic. The answer is Notification <-> Event Closed Topic.

But in Notifications - Event there is no "TicketClosed". What event should i select?

[crythias]

Add one...
Name:
Closed Ticket

Recipient:
Agent (Owner)
Customer

Event:
Ticket State Update

State:
Closed successful
closed unsuccessful

Subject: Closed (<OTRS_TICKET_Title>)
Body:
This ticket <OTRS_TICKET_Title> 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>

[technicolor]

It works greatly! Thanks a lot!