Event Notifications creating Articles

[Paulc]

Hi. I am looking for some advice regarding a problem with our installation.

We have a number of event notifications. Some when triggered create a corresponding article on the ticket, others do not.

Is there a general rule applied to control when an article is created and when it isn't? And is this configurable?

Thank you.

[crythias]

What do you want to happen?

[Paulc]

I would like event notifications to be recorded on the ticket as articles. At present only some are and I cannot see what triggers some to be recorded and some not.

[crythias]

Check your Notification article type and validity.

[Paulc]

Thanks for the reply.

I have checked and all the event notifications have their Notification article type set to: email-notification-ext.

Looking at those event notification records that create an article, it seems that it is only those that go to the group 'Customer' that record an article.

I have amended the Notification article type to: e-mail-notification-int and the notification didn't create an article on the ticket.

I have amended one of the notifications to include the group 'customer' and it then created an article on the ticket without issue.