Here are the history entries for my ticket with ebn set up as described
earlier:
Action Comment
NewTicket New Ticket [2009081010000011]
created (Q=Test Queue;P=2 low;S=open).
CustomerUpdate Updated: CustomerID=;CustomerUser=jimi
hendrix;
SendCustomerNotification Notification sent to [email protected].
<===This is the one you're missing!
SendAgentNotification "Ticket Added To Queue"-notification
sent to "[email protected]".
TicketFreeTextUpdate Updated:
FreeKey13=CriticalityID;FreeText13=1;
TicketFreeTextUpdate Updated:
FreeKey14=ImpactID;FreeText14=8;
PhoneCallCustomer Customer called us.
OwnerUpdate New owner is "jimburk" (ID=2).
Lock Locked ticket.
Misc Reset of unlock time.
AddNote Added note (Close)
TicketFreeTextUpdate Updated: FreeKey15=Review
Required;FreeText15=0;
StateUpdate Old: "open" New: "closed
successful"
SendCustomerNotification Notification sent to
"[email protected]".
Unlock Unlocked ticket.
Best regards,
Jim
ITIL Process Manager
NCDOR
919-715-4932
[email protected]
>>> Alan McKay <[email protected]> 8/11/2009 3:30 PM >>>
The notices in the history for the ticket coming in are not the same
as for going out. Is that normal, or should they be the same?
Here is the whole history for a ticket. I got no email when it
arrived. But I did get an email when I closed it.
NewTicket
New Ticket [2009081110000064] created (Q=External Support;P=3
normal;S=new).
r...@localhost (Admin OTRS)
11/08/2009 15:18:02
CustomerUpdate
Updated:
[email protected];[email protected];
r...@localhost (Admin OTRS)
11/08/2009 15:18:02
EmailCustomer
Added email.
r...@localhost (Admin OTRS)
11/08/2009 15:18:02
Lock
Locked ticket.
amckay (Alan McKay)
11/08/2009 15:18:30
Misc
Reset of unlock time.
amckay (Alan McKay)
11/08/2009 15:18:30
OwnerUpdate
New owner is "amckay" (ID=2).
amckay (Alan McKay)
11/08/2009 15:18:30
AddNote
Added note (Owner)
amckay (Alan McKay)
11/08/2009 15:18:31
AddNote
Added note (Close)
amckay (Alan McKay)
11/08/2009 15:27:57
StateUpdate
Old: "new" New: "closed successful"
amckay (Alan McKay)
11/08/2009 15:27:57
SendCustomerNotification
Notification sent to "Alan McKay <[email protected]>".
amckay (Alan McKay)
11/08/2009 15:27:57
Unlock
Unlocked ticket.
amckay (Alan McKay)
11/08/2009 15:27:57
Lock
Locked ticket.
amckay (Alan McKay)
11/08/2009 15:28:00
Misc
Reset of unlock time.
amckay (Alan McKay)
11/08/2009 15:28:00
On Tue, Aug 11, 2009 at 2:48 PM, Alan McKay<[email protected]>
wrote:
> This is interesting. The ticket history shows this, but I did not
get
> an email for ticket open. But when I close the ticket, I get the
> email no problem.
>
> So what do I have misconfigured???
>
> NewTicket
> New Ticket [2009081110000046] created (Q=External Support;P=3
normal;S=new).
> -
> r...@localhost (Admin OTRS)
> 11/08/2009 14:35:02
>
> CustomerUpdate
> Updated:
[email protected];[email protected];
> -
> r...@localhost (Admin OTRS)
> 11/08/2009 14:35:02
>
> EmailCustomer
> Added email.
> x
> r...@localhost (Admin OTRS)
> 11/08/2009 14:35:02
>
> --
> “Don't eat anything you've ever seen advertised on TV”
> - Michael Pollan, author of "In Defense of Food"
>
--
“Don't eat anything you've ever seen advertised on TV”
- Michael Pollan, author of "In Defense of Food"
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