Re: [otrs] [Ticket#2014092983000016] Notification to customer on move event

[Mathias Bräunling]

Hi,

who is the customer? Is it yourself?
Event Based Notifications do not work, if the agent and customer user have the
same email address.

--Mathias

17/10/2014 20:20 - Lars Jørgensen wrote: > To do what you need use
Notification event and chose Customer as destination for your especific event.

That’s exactly what I did:

1. I have created a new event in "Admin -> Notifications (Event)".

2. In "Events" I have selected "TicketQueueUpdate".

3. In "Ticket Filter" I have selected the queue, that the ticket will be moved
into.

4. In "Recipient" I have selected "Customer".

5. Finally, in "Notification" I have just entered "test" in both subject and
text.

It just doesn’t work. Does it work for you?

--
Lars

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Re: [otrs] [Ticket#2014103183000036] How to disable all unlock timeouts

[Mathias Bräunling]

Hi,

31/10/2014 23:30 - Mike Morris wrote: I want to make sure that no locked
ticket is ever unlocked by the system
as a result of a timeout - so that only Agent actions can result in an
unlock.

unlock times of tickets is a queue setting. You define it in minutes.
If you set the unlock time to 0 no unlock will happen.

The time is just a trigger as to unlock the ticket. The unlocking itself is
done via a the job otrs.UnlockTickets.pl (triggered via cron).

--Mathias
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