Juggling notifications depending on ticket

[knischan]

I'm trying to tweak my system notifications. I have it setup with two notifications:

1: Ticket Created - Email
Recip groups: Customer
Event: TicketCreate
Queue: Raw
Msg: Your email has been received, ticket assigned

2: Ticket Created - Technician
Recip groups: Customer
Event: TicketCreate
Queue: All my reg queues (hw/sw/network/etc), except system queues
Msg: Thank you for calling in, here is the ticket the technician assigned to your issue

Originally I had it setup as #1 with no queue restriction, then I noticed when techs put in tickets for calling customers they got notification "thanks for your email" lol. This works fine now.

However...

We have an automated system that notifies us when ppl quit. It sends a subject "11-002928 Employee Termination Request". I made a PostMaster filter to look for the "E T R" verbiage then route to my Account Disable queue. Works splendid. However, I dont want OTRS to send a notification back when it's an automated msg. I tried adding a header to set the ticket state to open, because tickets coming in via email are state new. I then updated notification 1 to also include Event: TicketStateUpdate and set state to "new", hoping that the notification would then require the ticket to be 1. in the raw queue and 2. new state to send.

Alas, I still get auto replies when I send in my termination emails. Everything else is fine; the term email goes to the disable queue and the state is open.

What am I doing wrong? Is there any way to do a logical NOT perhaps, like NOT open or something?

[knischan]

Ohhh I think I got it. Duh. The notification I'm getting is not the email one, but the phone one so obviously when my header is set to acct disable, it trips the call notifier because a ticket is being put into that queue. I just changed the call one so ticket also has to be open, not new. I think that may fix it