[SOLVED] OTRS send autoresponse closed completely

[klausneil]

Hi anyone can help me, I would appreciate, I need that when a agent closed a ticket can choose between closed completely and closed incompletely, and after that to the customer will get an email autoresponder.

This is set in event notification, as "UpdateState", first began to closed completely and assign a text of autoresponder, second create another with the same event but now for closed incompletely and assigned another text different for autoresponder.

But when an agent closes completely or closed incompletely, only send the autoresponder closed completely.

[crythias]

You want a notification event to capture this, but the proper way to do this is to use a response and set the next state to closed successful or closed unsuccessful. (Do not use events.)

[klausneil]

Hi, well I use it when the agent make click in the button close to select the next state to closed complete and a notification arrives. Now if working with these responses apply if I make click the button of close?

I was trying create an email automatic for the state close completely and working properly, too I created an email automatic for the state closed incompletely , but when the agent close the ticket and changes the state to close incomplete, he system sends two emails at the same time, one of close completely and other of close incompletely, the configuration of the two have almost the same, one has: Event "TicketStateUpdate" and in status is "close incompletely" and in another event "TicketStateUpdate" and the status is "completely closed".

thank you very much

[klausneil]

Hi I have a question when you say "but the proper way to do this is to use a response and set the next state to closed" you mean to the autoresponders? also how connect the autoresponses with the state change? please help me I do not understand this part. thanks

[crythias]

reply1.png

nextstate.png

[klausneil]

Hi when I give click on "close" ticket changes automatically of state to close complety and sends an email notifying the customer autoresponder

but i selected close incompletely the customer gets 2 emails of autoresponse.

[crythias]

but i selected close incompletely the customer gets 2 emails of autoresponse.

No, these are not autoresponse. These are event notifications. You had to manually configure these, because OTRS doesn't send close ticket information on close.

[klausneil]

yes, sorry this are notifications, but I want to create a event for close completely and another event for close incompletely

in the settings of event is the follows:

Recipient groups -->client-->*Event-->TicketStateUpadte-->State-->close completely---------> his own notification
|
|_--->close incompletely------->his own notification

And these are notifications that reach the customer when brand closeincompletely

[crythias]

but I want to create a event for close completely and another event for close incompletely

Then do that. Check your Notification Event and make sure it's triggering on only one state.
Check the Notification Events and make sure there's not more than one triggering on the same state.

[klausneil]

In Notification Events, as comment you I'm using the same tigger(TicketStateUpdate) for two notifications, this is because is changing the state, then as make for have two states or no way (this seems the most likely).