(SOLVED) Problem with agent notification of ticket closure

[bayerex]

Hi all,

What tag do I need to use for the following use case:

Owner closes a ticket and the responsible agent (someone else) receives an email notification where the subject states what was actually written in the subject of the closure note. There doesn't appear to be one for this. So if the body of the note isn't perfectly clear that the ticket has been closed, then the responsible is then required to click on the link in order to find out the official action.

If no tag exists then I guess I'll have to handle this via Generic Agent.

Thanks for the advice

[bayerex]

Any thoughts on this please?

[crythias]

modify the notification Agent::AddNote to include

Code: Select all

Ticket state is now <OTRS_TICKET_State>

[bayerex]

great tip, thanks!