OK, I'm afraid I can not help you then. The solution would be to catch the addition of the link to ticket B, make a check if the ticket on the other end -- ticket A -- is a merged ticket, and then send out a notification. This is perfectly possible, but not with standard OTRS, there should be some code written for that.
-- Mike On Wed, Jun 27, 2012 at 5:18 PM, <s.krue...@aswo.com> wrote: > 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 > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
