Hello, I am using OTRS5 and I have a quick question:
I am using the Ticket Notification for Queue Update. This triggers an email on QueueMove.
This works fine, except when an agent creates the ticket in a Closed State (which for some reason some people do!).
When moving the ticket that is already set to closed, it does not trigger the Notification.
Under the Notification Setting I changed the "Ticket Filter" to include "State" Open, Closed Escalated, Closed Successful.
I thought if the filter included all 3 of those states, it would send notification even if the ticket being moved was already set to closed. However, it still does not send notifications for closed tickets.
Is there a way to set this so that even Closed Escalated tickets send email notification upon being QueueMove?
Thank you!
I am using the Ticket Notification for Queue Update. This triggers an email on QueueMove.
This works fine, except when an agent creates the ticket in a Closed State (which for some reason some people do!).
When moving the ticket that is already set to closed, it does not trigger the Notification.
Under the Notification Setting I changed the "Ticket Filter" to include "State" Open, Closed Escalated, Closed Successful.
I thought if the filter included all 3 of those states, it would send notification even if the ticket being moved was already set to closed. However, it still does not send notifications for closed tickets.
Is there a way to set this so that even Closed Escalated tickets send email notification upon being QueueMove?
Thank you!
Statistics: Posted by ahafner — 20 Nov 2024, 17:53 — Replies 0 — Views 82