Notification on state transition

[voiprodrigo]

Hi,

I'd like to be able to send out notifications when a ticket changes from/to a specific state, e.g. from new to assigned (open), Is this possible somehow? From the configuration of Notification Management it seems that it only allows to define the "to".

any hints on a way to achieve this? thanks.

best regards

[crythias]

You wouldn't snail mail someone that you changed the label on a folder, but if you insist, it's TicketStateUpdate.

[voiprodrigo]

You wouldn't snail mail someone that you changed the label on a folder, but if you insist, it's TicketStateUpdate.

Believe me, not that I like it. You'd be surprised with the amount of notifications some people (customers) want.

Anyway, TicketStateUpdate is the obvious event to consider, but, you only select the current state of the ticket, not the previous. Arriving at the definitive conclusion that this will require custom dev.

[crythias]

This is heavily in the custom development because the events happen after change occurs.

I can tell you when something changes to open all day long. But if you really care that it was New before it was changed to open ... Wait. how does this actually accomplish the goal of the ticketing system to, you know, actually solve tickets?

[voiprodrigo]

There's also the goal of being informative about the process. Which will be more or less relevant, depending on the context of service you have with your customers. In my context, it's relevant. Anyway, this would just be a nice to have.

Thanks.