Priority Update Notification Email

[ddawes]

I have been trying to find a setting that will automatically send an email to the customer once their ticket priority has changed and I can't seem to get it to work. I have created a Notification Event, but I am not sure how to get that notification event to run or what settings are required to get the notification to run. I am new to OTRS so I am not familiar with all of the settings. If anyone could help, I would greatly appracite it.

Dana

[crythias]

You can't break anything by trying something and it doesn't work, so what did you try? Did you trigger on PriorityUpdate? Did you choose the customer as the recipient? Did you make sure the Event wasn't invalid?

[ddawes]

I set up a notification event so that the customer receives an email once the priority has changed. I also created a generic agent that I assumes triggers the notication event. It did send out an email to all of my customers that had an open ticket, which is great. But I do not want to have to manually run it each time. I understand that I can set it to run automatically, but if the ticket is still in the "open" phase, will it send them another ticket notifying them of their priority? I only want them to be notified once and only if the priority has changed.

Did you trigger on PriorityUpdate? I do not know where this setting is located.
Did you choose the customer as the recipient? Yes.
Did you make sure the Event wasn't invalid? Yes.

Thanks for the quick response and for your help.

Dana

[crythias]

did you tell Generic agent to not send notifications?

[ddawes]

It is setup to send notifications.

[ddawes]

It sent an email one time, and now it is not sending emails at all even when I manually select to run the agent.

[ddawes]

I think the reason that it worked and sent out emails previously was because in the Generic agent, I had it set to where it would set a new priority. But I do not want the Generic Agent to set a new priority. I just want it to trigger the Notification Event that I have created. The notification even that I created is setup to send the customer their ticket number and the current priority. How can I get the Generic Agent to just trigger the notification event?

[crythias]

There is no notification event if there is no event.

If you want to create an email to tell a customer the ticket number and current priority, use a response and REPLY to the customer through the ticket interface.
If you want to send an email to a BUNCH of customers to remind them of their current, unchanged, ticket number and priority, that's a slight bit more difficult, but you can use the Notification Event when triggerred on some other change (like a Dynamic Field).
If you want to send an email to a Bunch of customers upon a changed priority, you already have that working.

[ddawes]

Let me ask this question. There is a Priority link within the ticket that you can click on and it can create a note and you can change the priority.

I have changed the settings in Ticket -> Frontend::Agent::Ticket::ViewPriority so that when change the priority, it will send an email. This is the email that I would like it to send:

Your ticket <OTRS_TICKET_TicketNumber>, has been set to priority <OTRS_TICKET_Priority> and is in process. A member of our staff will review your issue and reply accordingly. Please see below for a list of our priorities:

• Priority 1- Urgent
• Priority 2- High
• Priority 3- Medium
• Priority 4- Normal

Thank you


Is this something that OTRS can do? Because it is not sending the email when I update the priority although I have selected for an email-external to be sent. Also, will OTRS automatically pull the <OTRS_TICKET_TicketNumber>, and the <OTRS_TICKET_Priority> ?

[crythias]

The act of clicking the Priority Update is akin to adding a Note to a ticket. Neither will alert the customer of the change on its own. This merely adds the notation as "Customer-visible" (external) when the customer visits the customer portal.

The OTRS-intended proper way of *informing* a user is to reply to the customer which generates an email and sends to the customer. Priority is not included as an item to change in a reply.

In *general*, changes in priority shouldn't necessarily be visible to a Customer (my opinion) because, while it may be of comfort to know the priority has been raised, or disappointing to know that the priority has been lowered, the end result as it applies to resolution of the ticket is "there is no forward progress, but we're telling you that we moved the ticket into a different priority bucket".

(rant)
Telling someone the ticket is locked without talking to the customer, or raising the priority, or changing queues, or customer notifications of escalations may "sound" good, but it's just extra noise to the customer, unless the customer *wants* that noise.

If the ticket is effectively handled and solved within your SLA or not is the only criteria that eventually matters to a customer. Other than that, the customer *generally* only needs to be contacted when you need an action from the Customer (more information).
(/rant)