[RESOLVED] Email customer when TicketOwnerUpdate failing

[ptay]

*** My changes worked. It only impacted new tickets created after my change.*** I don't know why it didn't impact tickets already created but it's been working now for over a week.

Hi,
I've setup a notification with these parameters (minimum fields only, no changes to other fields):

Name = Email customer upon TicketOwnerUpdate
Recipient groups = Customer
Event = TicketOwnerUpdate
Subject = Ticket owner notification! (<OTRS_CUSTOMER_SUBJECT[18]>)
Body = Hi, your ticket owner has been updated to <OTRS_OWNER_UserFirstname>.

I have several event notifications and this is only one with TicketOwnerUpdate and it's not working. Is TicketOwner the Agent who is currently assigned the ticket?

I'm basically wanting to email the customer when ticket owner is setup initially and upon changes.

Thanks in advance.

[crythias]

What's the point in telling the customer that the ticket has changed ownership? it's just noise. If the owner of the ticket is not talking to the customer, the ownership of the ticket is irrelevant to the customer. The customer talks to the ticketing system. The owner talks to the customer. That's about it.

If Cthulhu handles the ticket, then Charlie Brown, then Bob from accounting, and none of these people talk to the customer, does it matter to the customer who has it? Is the customer going to be able to bypass the ticketing system to talk to Cthulhu directly because she knows it's no longer on Charlie Brown's desk?

[ptay]

My manager said, "We want the creator of the ticket to get notification on which agent is assigned ownership of the ticket." I said, "I'll look into it."

In our group the agents and customers work very closely together and the customers asked for an email when ownership changed. The agent ownership can also change frequently.

[crythias]

Reply "hi, I'm the new owner."

If you work closely with your customer, this would be appropriate.