[otrs] Notification to customer on move event

[Lars Jørgensen]

Hi,

This should be really simple, but I can't figure out what I'm doing wrong. I want to send a notification to the customer when her ticket is moved to a specific queue.

1. I have created a new event in "Admin -> Notifications (Event)".

2. In "Events" I have selected "TicketQueueUpdate".

3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into.

4. In "Recipient" I have selected "Customer".

5. Finally, in "Notification" I have just entered "test" in both subject and text.

When I move the ticket into the queue selected in (3) above, nothing happens. Do I need to enable something?

We're on OTRS 3.3.7

--
Lars

[Gerald Young]

Why? If you did this by way of paper, would you send a snail mail envelope to the customer telling her you changed folders?

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[Lars Jørgensen]

2014-09-29 18:21 GMT+02:00 Gerald Young <cryt...@gmail.com>:

Why? If you did this by way of paper, would you send a snail mail envelope to the customer telling her you changed folders?

​No. But that's beside the point.

We have some queues where tickets can end up taking a lot of time. These queues are for the evaluation and prioritizing of tickets regarding problems that can't be immediately solved but might require development resources (or might even be rejected). We want customers to know when their ticket has entered one of the queues, so they know that they can't expect a solution immediately.​

​Is that possible?

​

​Lars​

[Gerald Young]

I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately?

[Lars Jørgensen]

2014-10-06 15:18 GMT+02:00 Gerald Young <cryt...@gmail.com>:

I guess. But is the mere act of assigning the queue sufficiently repeatable that you don't want to explain this concept in a reply and just change queues separately?

​Yes, it happens a bit. We're not a high volume site, but gets around 50-70 support tickets each day. I think one or two of them are moved into the evaluation queues, and the people responsible for doing it requested the automatic customer notification.

As far as I can see OTRS ​supports this. I just can't make it work. Any hints?

Lars

[Alvaro Cordero]

To do what you need use Notification event and chose Customer as destination for your especific event.

Regards

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--
___________________________
Alvaro Cordero Retana
Consultor de Tecnologias
Gridshield Monitoreo de Redes e
Infraestructura.
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[Lars Jørgensen]

> To do what you need use Notification event and chose Customer as destination for your especific event.

That’s exactly what I did:

1. I have created a new event in "Admin -> Notifications (Event)".

2. In "Events" I have selected "TicketQueueUpdate".

3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into.

4. In "Recipient" I have selected "Customer".

5. Finally, in "Notification" I have just entered "test" in both subject and text.

It just doesn’t work. Does it work for you?

--

[Mathias Bräunling]

Hi,

who is the customer? Is it yourself?
Event Based Notifications do not work, if the agent and customer user have the same email address.

--Mathias
 

17/10/2014 20:20 - Lars Jørgensen wrote:

> To do what you need use Notification event and chose Customer as destination for your especific event.

That’s exactly what I did:

1. I have created a new event in "Admin -> Notifications (Event)".

2. In "Events" I have selected "TicketQueueUpdate".

3. In "Ticket Filter" I have selected the queue, that the ticket will be moved
into.

4. In "Recipient" I have selected "Customer".

5. Finally, in "Notification" I have just entered "test" in both subject and text.

It just doesn’t work. Does it work for you?


--

[Lars Jørgensen]

Ah.

That explains everything. Thank you.

Lars

[Daniel Litzbach]

But AFAIK you can change this in the SysConfig if you would like to.

Regards

Mit freundlichen Grüßen

Daniel Litzbach

Security Support Engineer

Com-Sys ...Connecting Technology To Success.

Communication Systems Ges. für Netzwerktechnik mbH
Im Geisbaum 17 B - D-63329 Egelsbach
Tel: 06103 5983 320 - Fax.: +49 6103 5983 655
E-Mail: Daniel....@com-sys.de - Web:www.com-sys.de

Geschäftsführer: Detlef Heinzig
HRB 33354 - Amtsgericht Offenbach

[Mathias Bräunling]

15/11/2014 12:00 - Daniel Litzbach wrote:

But AFAIK you can change this in the SysConfig if you would like to.

 

Regards

Mit freundlichen Grüßen

Daniel Litzbach

correct. It is "AgentSelfNotifyOnAction". But I would not change that on productive as it could create a lot of unnecessary mails, based on the configuration for the notifications.

--Mathias