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Author Topic: [REQ] Sending an email when a ticket is closed... (not what you think)  (Read 41636 times)
express
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« on: December 20, 2007, 06:53:04 PM »

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.
« Last Edit: March 12, 2008, 04:47:02 PM by sparky672 » Logged
Sparky
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« Reply #1 on: December 20, 2007, 06:59:30 PM »

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?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
express
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« Reply #2 on: December 20, 2007, 07:21:46 PM »

We want an email when an operator closes a ticket.
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Sparky
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« Reply #3 on: December 20, 2007, 07:25:05 PM »

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?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
express
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« Reply #4 on: December 20, 2007, 07:28:32 PM »

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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« Reply #5 on: December 20, 2007, 07:32:54 PM »

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?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
express
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« Reply #6 on: December 20, 2007, 07:33:38 PM »

Correct.
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Sparky
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« Reply #7 on: December 20, 2007, 07:37:02 PM »

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?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
express
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« Reply #8 on: December 20, 2007, 07:37:43 PM »

You Rock.
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Sparky
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« Reply #9 on: December 20, 2007, 07:52:39 PM »

Back everything up.

Find the following section, add the parts in red, and try it out.

I have not tested it.

Quote
    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?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
express
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« Reply #10 on: December 20, 2007, 08:03:26 PM »

Right on. That was it.

Thanks again.   Smiley
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Sparky
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« Reply #11 on: December 20, 2007, 08:11:41 PM »

Ok, glad it worked out.   Cool
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Did you update the paths in ttxcfg.cgi after moving TTX to your new location?   Undecided
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express
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« Reply #12 on: March 12, 2008, 11:21:45 AM »

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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« Reply #13 on: March 12, 2008, 11:28:40 AM »

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?   Undecided
To those seeking help.... please report back when you figure it out.  Cheesy
express
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« Reply #14 on: March 12, 2008, 11:39:46 AM »

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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