Customer Notifications - When do they fire?

[Mathew Johnson]

I've got a basic project setup. What I want to do is set the following:

- Customer emails in - Responds with a thanks email
- Can transition between the other statuses but no email to customer
- Close Ticket (or resolve) - Send the Customer Notification template that matches Request resolved

What actually happens it, it ALWAYS sends the Customer-visible status changed template no matter what and ignores the Request resolved one.

How do you get it to use these templates?

[Mathieu Truchot · Accepted solution]

hi Matthew,

Did you check the customer notifications set on your project ?

Project settings => Customer notifications

Enable (and edit if needed) : 

- request created

- request resolved

Disable : 

- customer visible status change

Hope it helps,

Cheers,

[Mathew Johnson]

They are enabled, but as soon as the customer visible status change is disabled, nothing comes out.]

It's as if it only fires the Customer Visible status change and ignores the other ones. 

If I knew how to trigger the others, this would work fine though as I could do it via automation. But you can't send to customer via automation

[Mathieu Truchot]

ok  : 

for request creation

nothing comes out even if :

- customer visible status change is disable

- request created is enable

AND

- a new request is created  when the email is received ?

if your need is to send a notification each time a customer email a new comment on an existing issue, you may have to use an automation rule

if nothing comes out even when a new issue is created, could you please check on the workflow associated ?

within the "create" transition (the one leading from the original bullet to the first status in the diagram view), is there an "issue created" event fired in the post functions ?

For the resolution customer notification

Could you please check the post function of the transition leading to the "resolved' status ?

Is the resolution field updated when the issue is transitioned ?

this may be the trigger of the customer notification

[Mathew Johnson]

I have the "Thanks for your request" email working fine. That seems OK.

I've added the resolved status (I'd rather use closed, but there we go). I can confirm that:

- Post Function is set to "Fire a Issue Resolved event that can be processed by the listeners."
- Status field for resolved, changes to 'Fixed'

The email now comes out. But I then have to go and close the ticket after. Seems odd that.

[Mathieu Truchot]

ok you can use the "close" status if you'd rather, there is no issue about that

the most important is to keep the 2 post functions above in the transition leading to the "closed" status.

cheers,

[Mathew Johnson]

Ok, so just to be clear, when the status moves, it needs to:

- Set the 'resolved' field to be a value such as 'Fixed'
- The Post Function needs to fire the 'Issue Resolved' event

Thanks

Mat

[Mathieu Truchot]

when the status move to the "closed" (or whatever final status that you want to trigger the "request resolved" notification), it needs to : 

- Set the 'resolved' field to be a value such as 'Fixed'
- The Post Function needs to fire the 'Issue Resolved' event

cheers,

Mat