I have a notification for when a ticket closes that works just fine but I created another notification basically the same way except it is for notifying the customer that the ticket was changed from new to open. but It isn't working.
Here are the settings:
Code: Select all
Name: Status change from New to Open
Validity: valid
Event: TicketStateUpdate
Ticket Filter: State = open
Article Filter: Article Type = email-external, Article sender type = system
Recipient: Recipient groups = Customer
Subject: Changed status to "Open" (<OTRS_TICKET_Title[100]>)
Text:
Hello <OTRS_CUSTOMER_DATA_UserFirstname>,
This ticket <OTRS_TICKET_Title[100]> has been changed to Open status and a technician is reviewing your request.
You can track your ticket here:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_TicketID>
You may also reply to this email to update information on your ticket.
Thank you for using the MVC Helpdesk System
Regards,
<OTRS_OWNER_UserFirstname>
Helpdesk Ticket Owner
Valid: Valid
Here is a sample of a test ticket created, set to open, and then set to close.
Tue Feb 24 12:25:02 2015 info OTRS-CGI-96 Sent customer 'Close Ticket Notification' notification to 'customer@mydomain.net'.
Tue Feb 24 12:25:02 2015 info OTRS-CGI-96 Sent email to 'customer@mydomain.net' from 'HELP DESK <help@mydomain.net>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2015022496000039] Closed (-);
Tue Feb 24 12:24:07 2015 info OTRS-CGI-96 Sent customer 'Status change from New to Open' notification to 'customer@mydomain.net'.
Tue Feb 24 12:24:07 2015 error OTRS-CGI-96 FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xa0
Tue Feb 24 12:23:15 2015 info OTRS-CGI-96 New Ticket [2015022496000039/Test Ticket] created (TicketID=79,Queue=Misc,Priority=3 normal,State=new)
Thank you.