I'd like to send an e-mail when a ticket is closed (or its status changed).Can someone point out where in the code this occurs? I see previous threads that accomplish the same thing on previous versions, but on v1.10, obviously the code is in different locations.
This feature is already in the system?
@[deleted] incorrect. There is no close ticket email.@[deleted] You can could change your work flow so that Agents use a canned response when closing a ticket. Which wouldn't be automatic but would have the desired affect of sending a email to the User when a ticket is closed.
Thanks for your reply, ntozier. We already do this, and it works great.What I want to add is part of our particular workflow -- if a status is changed, a unique e-mail address will receive an e-mail notice. This e-mail address isn't part of the ticket or the system. In the past, I just added a few lines of code to generate this e-mail to class.ticket.php, in the close() function.But I can't seem to find where this takes place in v1.10. If someone can point me in the right direction, I can put in my couple of lines of code to generate the e-mail.
Ok, I think I've found it, and it suits our needs well.In class.ticket.php, the function is setStatus. I've put a few lines of code in there to send the appropriate e-mail, and it's working just fine.Thanks.
hi @[deleted] Could you share how you have managed to that with us
In class.ticket.php, at the end of the function setStatus, I added some lines of php that send out an e-mail.Here's a starting point for how to send e-mail: http://php.net/manual/en/function.mail.phpThere's probably an easy way to do it with the built-in OSTicket mail function as well, but for our internal needs, the php mail function was more than good enough.
You would think that a ticket close email would be default because it's stating your issue has been resolved. Right? Or am I misunderstanding this altogether?
Hi,what have you add in class.ticket.php to notify if ticket is closed?
