[Solved] Notification after ticket approval

[otrssk]

I need to setup e-mail notification for agent(s) and customer(s) after ticket approval (via Decision button).
Is it possible?

[eandrex]

Yes:

as agent with admin privileges, go to

Administration -> Notifications(Event) -> Add Notification.. and configure as follow:

-Events: Select "TicketDynamicFieldUpdate_ITSMDecisionDate"

-Ticket filter: In "Decision result" select "Approved"

-Dest: in Recipient groups, select "Customer" or Agent..or both

- In notification..configure as you wish

hope it helps!

[otrssk]

Yes thanks, it works.

What are tags for name of approver (decision maker) and date of approval?

[eandrex]

Hi,

if by "decision maker" you mean the guy performing the action, you could use

<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname>

and for decision date

<OTRS_TICKET_DynamicField_ITSMDecisionDate_Value>

and by the way, there was a mistake in my previous response

the event should be TicketDynamicFieldUpdate_ITSMDecisionResult

[otrssk]

Thanks eandrex.