Otrs notifications in loop

[antislayer]

Hi,

Using newest otrs, itsm and system monitoring modules.
configured ldap for agents and customers.
so, problem:
configured to get email's from zabbix system, everything works fine, otrs creating tickets, closing automaticaly and so on, problem comes when otrs closes ticket and sents notification (configured notification on close to customers) to itself, for example.
email comes from zabbix@.....net, otrs fetches and close ticket, sends notification not to zabbix, but to otrs@....net, so from otrs@ to otrs@, why? then otrs fetch email again, and reopens ticket, changes state from closed to open. If I try change owner to my agent and close ticket, it sends notification to otrs@ again and in few seconds ticket is open again.
I cant turn off notification, I dont think there is another method to notify customers about closed ticket.
I tryed changing Ticket -> Core::PostMaster PostmasterFollowUpStateClosed to closed successfull, but it doesnt let me, always stays on open, so I just disabled it.
tryed creating posmaster filters, if subject is "closed ()" set x-otrs-ignore "yes", didnt worked.
In system monitoring module PostMaster::PreFilterModule###1-SystemMonitoring filter is configured to run after postmaster filter, but it doesnt care somehow, always fetching email and reopening ticket. and System monitoring module works only if email came from zabbix@
I tryed sending an email ticket from different email, for example mine as agent, it doesnt send any notifications if I close ticket, maybe because ticket is created by me.
tryed another customer mail, everything went smoothly, otrs@ sent notification to correct customer id.

So, why otrs changes customer id from zabbix to his own and is sending notification to itself, is it because zabbix didnt came from ldap as customer?

the only way to cut this loop is from exchange deleting all email coming from otrs@, but its destroying whole purpose to send emails to customers...

need help, I cant find what is the deal about it.

[crythias]

I dont think there is another method to notify customers about closed ticket.

Yes, creating a reply with next-state closed is the recommended and proper way to do this.

[antislayer]

hi,

thx for replaying.

can you tell me how to do this, I see auto responses, but I dont know how to make auto response after closed state, yes I searched google, everyone just telling use notifications.

Ok, adding zabbix@ to ldap as disabled user was right choice to do, everything works right now