Notifying to customers when ticket are closed

[aaa]

Hi,

I'd like to notify to our customers when their tickets are closed, so I've created a new Notifications (event) in order to do that.
But this event doesn't run. Anyway, other events I've configured work successfully so Events feature is running fine.

My event configuration is shown below:

Code: Select all

Name: whatever
Recipient groups: Customer
Recipient agents: N/A
Recipient groups: N/A
Recipient roles: N/A
Recipient email addresses: N/A
* Event: TicketQueueUpdate
State: N/A
Priority: N/A
Queue: N/A
Lock: N/A
Service: N/A
SLA: N/A
CustomerID: N/A
Customer: N/A
Dynamic Fields
SystemMonitoring HostName: N/A
SystemMonitoring ServiceName: N/A
Article type: N/A

(Only for ArticleCreate event)
Subject match: N/A

(Only for ArticleCreate event)
Body match: N/A

(Only for ArticleCreate event)
Include attachments to notification: no

(Only for ArticleCreate event)
Notification:
* Subject: Your ticket has been processed
* Text: Hey, some monkey is working for you.
Notification article type: email-notification-ext

(Only for notifications to specified email addresses)
Validity: valid

Am I doing something wrong? Is that an incorrect way to reach this goal?

Thanks for your cooperation. Any help will be appreciate.d

[Wolfgangf]

i have the same with the followig changes

* Event: TicketStateUpdate

and then it should work

[aaa]

Thanks for your reply.

If I use "TicketStateUpdate", customers won't able to difference between an escalate notification (just to inform) and when Helpdesk is going to close a ticket. Is it right? Anyway, I've tested this but it don't work for me.

Having a look into the logs, I've noticed this:

error OTRS-CGI-10 State '' not found!

But tables look like:

Code: Select all

mysql> select * from ticket_state where valid_id='1';
+----+---------------------+----------------------------------------+---------+----------+---------------------+-----------+---------------------+
| id | name                | comments                               | type_id | valid_id | create_time         | create_by | change_time|
+----+---------------------+----------------------------------------+---------+----------+---------------------+-----------+---------------------+
|  1 | new                 | New ticket created by customer.        |       1 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:02:48 |
|  2 | closed successful   | closed successful                      |       3 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:05:39 |
|  3 | closed unsuccessful | closed unsuccessful                    |       3 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:03:33 |
|  4 | open                | open tickets.                          |       2 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:02:03 |
|  5 | removed             | Customer removed ticket.               |       6 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:04:43 |
|  6 | pending reminder    | Ticket is pending for agent reminder.  |       4 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:03:04 |
|  7 | pending auto close+ | Ticket is pending for automatic close. |       5 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:04:29 |
|  8 | pending auto close- | Ticket is pending for automatic close. |       5 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:04:11 |
|  9 | merged              | State for merged tickets.              |       7 |        1 | 2012-02-16 09:59:30 |         1 | 2012-03-20 11:02:36 |
| 20 | My New State        |                                        |       3 |        1 | 2012-03-20 11:20:26 |         3 | 2012-03-20 11:20:26 |
+----+---------------------+----------------------------------------+---------+----------+---------------------+-----------+---------------------+

Code: Select all

mysql> select * from ticket_state_type;
+----+------------------+---------------------------------------------------------+---------------------+-----------+---------------------+
| id | name             | comments                                                | create_time         | create_by | change_time         |
+----+------------------+---------------------------------------------------------+---------------------+-----------+---------------------+
|  1 | new              | All new state types (default: viewable).                | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
|  2 | open             | All open state types (default: viewable).               | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
|  3 | closed           | All closed state types (default: not viewable).         | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
|  4 | pending reminder | All 'pending reminder' state types (default: viewable). | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
|  5 | pending auto     | All 'pending auto *' state types (default: viewable).   | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
|  6 | removed          | All 'removed' state types (default: not viewable).      | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
|  7 | merged           | State type for merged tickets (default: not viewable).  | 2012-02-16 09:59:30 |         1 | 2012-02-16 09:59:30 |
+----+------------------+---------------------------------------------------------+---------------------+-----------+---------------------+

Otherwise, what TicketQueueUpdate is used for, if I should use TicketStateUpdate to generate events when somebody update queues?

[jojo]

State update is used if somebody chanfges the state. You also need to pick at least one state in the notification event configuration

[aaa]

State update is used if somebody chanfges the state. You also need to pick at least one state in the notification event configuration

Correct, so if I want notify when a ticket has changed its queue I'd have to use "TicketQueueUpdate" event instead of "TicketStateUpdate".