I am having problems getting event-based notifications working correctly on an old OTRS system (I'm ashamed to say this one is still running 3.0.9). I want to send an email to the customer on ticket close, so the event is 'TicketStateUpdate', the selected states are all the 'Closed*' ones, and the recipient group is 'Customer'. I've also set 'Review Required' to 'Yes' and defined the email text I want to send.
If I then select a ticket and close it, after setting 'Review Required' to 'Yes', then I can see in the ticket history that no event is triggered, and no mail sent. I've tried another similar event-based notification and that doesn't work either, so my assumption is that they are broken on 3.0.9 I'm aware of the issue whereby notifications may not get sent if the agent and customer IDs are the same - but that's not the case here. I should add that this works perfectly on OTRS 5, so the solution in a way is obvious but I am wondering if there is any fix for the 3.0.9 system - I have vague memories that 'back then' some notifications had to be turned on by uncommenting some PERL code but that may have been for ticket escalations. Thanks Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________
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