Disable merge notification

[Navidlo]

Hello.

At first. Please sorry mi bad english.

I need help. Please, how i stopping notification to customer (or to all) when i merge one or more tickets to another ticket?

Many thanks.

Navidlo

[crythias]

don't click the box for notification within the merge screen.

[Navidlo]

Hi.

I do. I don't chek this option. But system send message:
Your email with ticket number "<OTRS_TICKET>" is merged to "<OTRS_MERGE_TO_TICKET>".
setted in Ticket::Frontend::AutomaticMergeText ...

But this option is disallowed to disable in system config.

Thanks
Navidlo

[crythias]

Are you certain it's sent? It shouldn't be. It can log it as an article, but it may not actually be sent.

[reneeb]

Just do not check the checkbox "Send to ...". Then no notification is sent.

[Navidlo]

Hi.

Yes. Send to customer (check box "inform customer" is unchecked) .

Please, how i disable sending mail on merge action in system or in program files *.pm ?

Thanks
Navidlo

[crythias]

This is a log, but the "History" will tell if it's sent.

[Navidlo]

Here is hystory.

I test it with mi test account for customer. System send me a mail.

EDIT:Customer mail in last line is my private mail is set as a test customer. Agent is another work mail.

Thanks

[Navidlo]

Hi.

I found it.
In Ticket.pm, in section "sub TicketMerge" , i change:

# add merge article to merge ticket
$Self->ArticleCreate(
TicketID => $Param{MergeTicketID},
SenderType => 'agent',
ArticleType => 'note-external',
ContentType => "text/plain; charset=ascii",
UserID => $Param{UserID},
HistoryType => 'AddNote',
HistoryComment => '%%Note',
Subject => 'Ticket Merged',
Body => $Body,
NoAgentNotify => 1,
);

to

# add merge article to merge ticket
$Self->ArticleCreate(
TicketID => $Param{MergeTicketID},
SenderType => 'agent',
ArticleType => 'note-internal',
ContentType => "text/plain; charset=ascii",
UserID => $Param{UserID},
HistoryType => 'AddNote',
HistoryComment => '%%Note',
Subject => 'Ticket Merged',
Body => $Body,
NoAgentNotify => 1,
);

This stop sending mail about "Ticket is merged".