Noitification to customer on ticket close

[aph]

How do I enable automatic notification to the customer when a ticket is closed. I would also like the automatic notification to contain the "solution", i.e. the contents of the note added by an agent while closing the ticket.

I tried using the event-based notification with following setting

Code: Select all

Events:
TicketStateUpdate

Ticket filter:
State = closed

Article filter:
none

Recipient:
Receipient groups = Customer

Notification:
Subject=<OTRS_CUSTOMER_SUBJECT[24]>
Text:

Dear  <OTRS_CUSTOMER_REALNAME>,

<OTRS_TICKET_TicketNumber> wurde geschlossen

<snip>
<OTRS_CUSTOMER_BODY>
<snip>

Your XYZ

However, the Emails are not sent to the customer when the ticket state changes to 'closed', while other notifications such auto replies to incoming mails etc. are sent correctly

What could be the reason behind it?

[crythias]

Send a reply instead.

[aph]

Do you mean an automatic reply on ticket close, similar to for example auto repsonse when a ticket is created?

I understand that an important communication like closing a ticket could be done manually on case to case basis. Sending a manual reply means an additional step for the agents, who instead would like to just log in their comment and close the ticket and let the system take care of the communicating the solution. Furthermore, what about the master / child tickets. When we close master tickets, the child tickets are closed. In such cases it is desired to send a notification instead of replying to each child ticket automatically.

I am interested in as to why notifications are not sent although my settings / filters for event-based notification appear to be correct.

Any idea?

[reneeb]

Instead of "Add Note", the agent should reply - so there is no extra step. From a customers' point of view it's very annoying when you only get an automatic reply that the issue is closed.

[crythias]

Reply with next state closed successfully *is* the finish and let the customer know it's done and what was done.

[aph]

I can follow your arguments about closing tickets and auto replies.

Nevertheless, I am not able to find out what's going wrong in sending event-based notification with setting I have chosen?

[crythias]

because state isn't state type?
viewtopic.php?t=16718

[aph]

I do not have states closed successful and closed unsuccessful. But instead the state 'closed' which is of type 'closed'. Yet the notification is not sent

[crythias]

Check if it's not invalid.
Check the logs.
Did System Log say it was sent?
Check SMTP.
(We can't see these things, but we'll be shooting in the dark at guesses to help you.)

[aph]

The help is much appreciated!

Check if it's not invalid.

The state is valid and used actively by agents

Check the logs.
Did System Log say it was sent?

Where do I find the logs. In /opt/otrs/var/log there are only scheduler logs and no otrs.log. Is it apache log? Where can I expect the information whether Email was sent or not? My access log is empty and the error log says nothing about mail sending having failed.
On a side note, I find it confusing on Linux system with apache error and access logs as opposed to otrs.log in windows under /var/log which had all the relevant information.Is there a way to log messages to /opt/otrs/var/log/otrs.log

Check SMTP.

SMTP is fine, it is sending out other notifications

[crythias]

In Linux, the log is visible in the web interface.

[aph]

Thanks! That log is very useful.

On a side note: What do I do for example when the web interface is not working and I have to debug, Where do I find these errors.

I'll see what log say about notifcation and get back

[crythias]

/var/log/apache2/error.log or something like it.

[aph]

So this is what 'happens' according to the log
1) Ticket is created
2) Autroreply is sent to customer

On TicketStateUpdate however the notifcation is not sent to the customer nor to the owner. I tried both email-notification-int as well as ext. Yet no success

[aph]

Had my answer here!
viewtopic.php?t=15273#p59047

As I was testing, I used myself as customer. The customer and agent names have to be different apparently