[SOLVED]External noter is not being sent

[paulosergio]

Hello,

External noter is not being sent, I receive the auto-replies, but doesnt receive the external notes on the closed ticket screen

Thanks.,

[renee]

What does the log say?

[paulosergio]

Hi Renee,

I think so nothing. i see only the postmaster log.

[crythias]

External Notes are not email. They're simply notes that get attached that are viewable from the customer side of the web interface. If you want to send it, use a reply.

[paulosergio]

External Notes are not email. They're simply notes that get attached that are viewable from the customer side of the web interface. If you want to send it, use a reply.

Crythias,

When i close a ticket i want the client receives a note of the work detail ticket, how can i do this ?

Thanks

[jojo]

write them an email response via OTRS

[paulosergio]

write them an email response via OTRS

Jojo,

I'm pretty sure, but I think this note in the previous version worked outside the screen closing ticket.

I understand I have to send an email and then close the ticket to go to another screen, right? It is not a job anymore?

Thanks

[crythias]

Do you want to send a generic Notification (Event) "Your ticket is closed" when you click "Close ticket"?
http://wiki.otrs.org/index.php?title=No ... has_closed

Or do you want to send a reply where the next state is closed successfully? (Select next state at the bottom of the reply)

[paulosergio]

Do you want to send a generic Notification (Event) "Your ticket is closed" when you click "Close ticket"?
http://wiki.otrs.org/index.php?title=No ... has_closed

Or do you want to send a reply where the next state is closed successfully? (Select next state at the bottom of the reply)

crythias,

You know if I might not use the note type email-external on the screen to close ticket? because I'm sure this worked in previous version 3.0.8.

see attachments that I tried, but doesnt work.

Thanks

[crythias]

email-external doesn't do anything. It's merely a designation of the type of note created. If you apply a Notification Event on a new email with status closed and type email-external ... but at that point you should just simply choose a reply.

[paulosergio]

email-external doesn't do anything. It's merely a designation of the type of note created. If you apply a Notification Event on a new email with status closed and type email-external ... but at that point you should just simply choose a reply.

crythias,

I'm sure that sending the screen to close the ticket in the previous version worked, I can not use this auto-reply for when you close the ticket why not use logging client access the web, so that the work would be detailed in the closing called, you know?

[crythias]

I don't think I understood anything that you wrote.

Not an autoreply. A reply. It *is* an email that gets sent. When you're ready to close the ticket with information on the ticket status, you will just choose a Reply from the drop-down list, explain the resolution, set the next ticket state to closed successful and send the reply.

[jojo]

It always worked like Crytias and I described. To send an email to the customer you need to use the "compose answer functionality". You can set the next state for the ticket in this screen (and close the ticket via this way)