[SOLVED]New ticket notification & close notification

[danieldai]

We are in a testing phase of OTRS for our helpdesk. I am combining couple questions below together. Your help will be highly appreciated.

Q1: How to customize new ticket notification?
In admin-agents, I assign pre-definde queues to every agent and select yes for new ticket notification. Every agent linking to the queue is able to receive a new ticket notification like below. This is a very useful for the agents, but not good enough. Anywhere can I customize the notification?

Hi XXX,

There is a new ticket in Raw!

Customer wrote:

<snip>
referring the mail from customer
<snip>

A link to the ticket.

Q2: Where to customize ticket close notification?
A ticket close notification below is sent to the customer of one ticket. I haven't set up anywhere. So I am guessing this is a default configuration. My design is that I change a ticket state to be pending auto close+; customer recieves a notification to selelct if he/she thinks this ticket can be closed; I set the state to be closed successfully if customer replies so; no close notifcation should be sent to customer. How can I make it? How to disable the default notification?

Dear OTRS-TEST-CUSTOMER,

You ticket 2011041910000034 has been fixed.

[danieldai]

still be waiting for reply.

[jojo]

Hi,

you can change both of them in the admin panel via Notifications and Notification(Event). Please read the admin documentation!

It seems that you are expecting fast and reliable support. You should consider a commercial subscription