[SOLVED] Notifiy Event by close ticket FROM:

[rey90]

Hello

maybe you have an idea...:
If a ticket is closed in the queue, send the customer an email with the last article information and use the Queuesmailadress for the outgoing mail.

Do you have any solution?
Maybe in the Sourcecode?

Thanks for your Help

Regards
Rey90

[crythias]

If a ticket is closed in the queue, send the customer an email with the last article information and use the Queuesmailadress for the outgoing mail.

Yes, it's called, "Reply with next state closed."

[rey90]

and how could i configure this option?

[crythias]

It's a reply.
And you set the next state closed.

[rey90]

ok thanks for your answer,

could you please give me a hint how to enable the reply button, i have added some replys to some queues but nothing happend

[crythias]

You'll only be able to reply to a customer entry, not a system entry/article.

[rey90]

sorry but i can´t create any reply to any article

[crythias]

Version? OS? Screen shot? There should be drop-down lists "Reply" in the per-article view.

[rey90]

Version: 3.1.10
OS: Linux Debian

see screenshot below

today i close tickets by adding a note and change the state there... is there a better possibility?

[crythias]

You may not be able to reply if you're not the owner or responsible of the ticket.

[rey90]

i am the owner and the responsible for the ticket. (iam also member of the administrator group)

[crythias]

The response must be attached to the queue.
You must be an owner or responsible of the ticket.
You must have "compose" permission (default) (probably rw on the group for the ticket''s queue)
You must be on a customer email, not a system email
There must not be an ACL to disable access to Reply/Response.
Frontend::Module###AgentTicketCompose must be allowed
Ticket Lock may be required

That's pretty much it. If you have some customizations, they may affect this. If you've upgraded poorly, this may be affected. Next stop, look at the code for Reply/Response and figure out what's blocking you.

[rey90]

Frontend::Module###AgentTicketCompose was deactivated...

Thank you very much!!