Hi ! yes, good idea, but doen´t resolve my problem. :-)
I have ticket A and ticket B. Now I merge ticket A into the still existing ticket B. I want to inform the owner of ticket B about an update of his/her ticket. Regards, Stefanie Message: 2 Date: Tue, 26 Jun 2012 19:51:28 +0200 From: Michiel Beijen <michiel.bei...@otrs.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <cabd0r10_eax45dbyoabwdtux1gh-aimdq02tddv1fwxcya6...@mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, You can achieve it using an event based notification. It is a little bit nasty, because you have to capture the fact that the merge creates a new article containing the new ticket number: Create a notification (event based) Select Recipient Groups: Customer Event: ArticleCreate Article Type: note-external Subject match: Ticket merged Notification subject: Your ticket is now merged Notification body: your own string and <OTRS_AGENT_Body> if you want to include the new number. HTH, Mike
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