Hi Arun. Please check the setting 'AgentSelfNotifyOnAction' in the system configuration, I think it’s deactivated by default.
Have a great evening, Flo > Am 23.07.2018 um 18:12 schrieb Arun Venkataraman <a...@naic.edu>: > > Hello Carlos, > > Thank you for your response. I tried your suggested settings but did not > receive a close notification that I was expecting; the ticket history has > the following entry: > > -------------------------------------------------------------------------- > 07/23/2018 10:39:34 > Agent Action Article > Arun Venkataraman Changed state from "new" to "closed successful". > (StateUpdate) > Arun Venkataraman Unlocked ticket. (Unlock) > Arun Venkataraman Added note (Close). (AddNote) > Arun Venkataraman Reset of unlock time. (Misc) > Arun Venkataraman Sent "Ticket state change notification" notification to > "jirizarry" via "Email". (SendAgentNotification) > -------------------------------------------------------------------------- > > Agent "jirizarry" has listed this queue (IT:Desktop) at the head of his > Notification Preferences. The queue is listed third in my Preferences. > The Ticket Notification Recipients specifies: > > Send to: All agents subscribed to the ticket's queue x > All agents subscribed to the ticket's service x > > but the history does not show a notification sent to me (Arun) and I did > not receive an e-mail. > > Thank you, > -arun > > On Sun, Jul 22, 2018 at 05:02:31PM -0500, Carlos García wrote: >> Hi Arun, >> >> please try: >> >> Event: TicketStateUpdate >> Ticket Filter - State: closed . . . (depends on what you want to do) >> >> and the rest for Recipients and others as you like. >> >> >> Regards, >> Carlos García >> >> >> >> >> >>> On Jul 20, 2018, at 11:59 AM, Arun Venkataraman <a...@naic.edu> wrote: >>> >>> Hello, >>> >>> I have been trying, unsuccessfully, to obtain a notification from >>> OTRS (v6.0.3 Free) when a ticket is closed. I do receive automatic >>> notifications when a new ticket is created, pending reminders, etc. >>> >>> I added a notification type in the Ticket Notification Management >>> screen, and have tried various event triggers with filters etc to >>> capture a "ticket close event". >>> >>> All the standard notifications seem to use a "Notification**" event >>> type, but I have not found the applicable event for closing a ticket. >>> >>> Help appreciated, or let me know if this is the wrong approach. >>> >>> Thanks, >>> -arun >>> -- >>> Arun Venkataraman, Arecibo Observatory/HC3 Box 53995/Arecibo, PR 00612 >>> a...@naic.edu >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> >> > > > >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > -- > Arun Venkataraman, Arecibo Observatory/HC3 Box 53995/Arecibo, PR 00612 > a...@naic.edu http://www.naic.edu/~arun (787)878-2612X340 FAX 878-1861 > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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