express
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« on: December 20, 2007, 06:53:04 PM » |
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When a ticket is created, an email is sent to the addess we have defined. That works great. The question is, can we get an email to that address when a ticket is closed by someone.
There are several of us that check the queue. The thought is, it would be nice to get a email, not only when a request comes in but also when a request is closed by a team member.
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« Last Edit: March 12, 2008, 04:47:02 PM by sparky672 »
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Sparky
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stop pushing all those buttons
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« Reply #1 on: December 20, 2007, 06:59:30 PM » |
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When a ticket is created, an email is sent to the addess we have defined. That works great. The question is, can we get an email to that address when a ticket is closed by someone.
There are several of us that check the queue. The thought is, it would be nice to get a email, not only when a request comes in but also when a request is closed by a team member.
If a customer closes a ticket, it sends an email to the operator. If an operator closes a ticket, it sends an email to the customer. What are you requesting that's different from that? Please give a detailed example. |
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?  To those seeking help.... please report back when you figure it out. 
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express
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« Reply #2 on: December 20, 2007, 07:21:46 PM » |
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We want an email when an operator closes a ticket.
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Sparky
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stop pushing all those buttons
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« Reply #3 on: December 20, 2007, 07:25:05 PM » |
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Who is "we"? The admin account?
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location? To those seeking help.... please report back when you figure it out.
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express
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Posts: 26
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« Reply #4 on: December 20, 2007, 07:28:32 PM » |
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Sorry, I know it wasn't very clear in the original post.
Our IT team receives an email when a request is created via an email list. When an operator closes a ticket, we what an email sent to that same list letting everyone know the request has been closed.
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Sparky
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stop pushing all those buttons
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« Reply #5 on: December 20, 2007, 07:32:54 PM » |
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Sorry, I know it wasn't very clear in the original post.
Our IT team receives an email when a request is created via an email list. When an operator closes a ticket, we what an email sent to that same list letting everyone know the request has been closed.
Just to make sure we're discussing the same functionality... This is also the same email destination when a customer adds a response to a ticket, correct? |
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location? To those seeking help.... please report back when you figure it out.
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express
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Posts: 26
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« Reply #6 on: December 20, 2007, 07:33:38 PM » |
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Correct.
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Sparky
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stop pushing all those buttons
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« Reply #7 on: December 20, 2007, 07:37:02 PM » |
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Get ready to edit your TTXTicket.pm module.
I'll figure something out.
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location? To those seeking help.... please report back when you figure it out.
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express
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Posts: 26
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« Reply #8 on: December 20, 2007, 07:37:43 PM » |
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You Rock.
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Sparky
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stop pushing all those buttons
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« Reply #9 on: December 20, 2007, 07:52:39 PM » |
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Back everything up. Find the following section, add the parts in red, and try it out. I have not tested it. if (!($isoper && $query->param('internal'))) {
usernotify({cfg => $cfg, ticket => $t,
from => $isoper ?
$user->{fname}.' '.$user->{lname} :
$query->param('respondername')});
if ($t->{status} eq 'CLS') {
opernotify({cfg => $cfg, ticket => $t});
}
if ($cfg->get('askforsurvey') && $t->{status} eq 'CLS') {
eval "use TTXSurvey";
TTXSurvey::ask($cfg, $t);
}
} |
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location? To those seeking help.... please report back when you figure it out.
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express
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Posts: 26
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« Reply #10 on: December 20, 2007, 08:03:26 PM » |
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Right on. That was it. Thanks again.  |
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express
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Posts: 26
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« Reply #12 on: March 12, 2008, 11:21:45 AM » |
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After making the change, and using it for awhile, we have noticed that only the person assigned to the ticket is receiving the notification stating the ticket is closed.
Is there any way to get the closed notification to go to the entire group?
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Sparky
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stop pushing all those buttons
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« Reply #13 on: March 12, 2008, 11:28:40 AM » |
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Does the entire group get the other standard notifications?
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location? To those seeking help.... please report back when you figure it out.
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express
Newbie
Karma: 1
Posts: 26
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« Reply #14 on: March 12, 2008, 11:39:46 AM » |
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Yes. New tickets go to the email address list under 'Company email address'. We would like the closed ticket notification to go to the same email address.
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