I'm sure, back when I was using 2.4.x, that there was a template for merge notifications that you could configure so that customers would get a message informing them that their ticket had been merged to another (giving the new ticket ID).
I can't seem to find this in OTRS 3 - can anyone give me a hint?
EDIT: I know I could create one from scratch in Notifications (Event)... I'm just not sure if that's the only way to do it.
[SOLVED] Merge notification to customer
Moderator: crythias
[SOLVED] Merge notification to customer
Last edited by Mothra on 28 Jan 2011, 13:41, edited 1 time in total.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
Re: Merge notification to customer
Forget it - I'm being dense. The template appears when you merge a ticket via the link in a single ticket.
What I was doing was a bulk merge, which doesn't seem to have this option to notify the ticket customers.
What I was doing was a bulk merge, which doesn't seem to have this option to notify the ticket customers.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.