Problem with event based notifications

[tomekliw]

Hi everyone,

Today suddenly my OTRS stopped to send event based notifications. Customer receive emails from auto answer (like i.e. new ticket created) but no event based notifications.
Problem is not in sendmail, but somwhere in OTRS, because there is no "System email external" article.
Everything happened when I create ne event based notification, which works, but other stop working, so I delete new one and no changes - all event based notifications are "sleeping" . Please help, because there is no other way to automatically inform customer aboud closing a ticket.

All the best,
TJL.

[crythias]

make sure they're not marked as invalid. And, yes, you could use a response to notify the customer that the ticket has been closed, which is the expected way to do this and why it's not a default notification.

[tomekliw]

Wow, but I don't know how to use automatic responses to inform customer about closing a ticket. There are events:

Name Description
auto reply Creation of a ticket in a certain queue.
auto reply/new ticket Reopening of an already closed ticket, e.g. if a customer replies to such ticket.
auto follow up Reception of a follow-up for a ticket.
auto reject Automatic rejection of a ticket, done by the system.
auto remove Deletion of a ticket, done by the system.

Which and how should I use for closing event?

TJL.

[crythias]

*manual* response. As in, Reply to the customer, "Hey, we're done. I'm closing the ticket." Next state=Closed.