Hi, I have a problem, when I close the ticket itop sends a notification as log update.
This didn't happen before. I have checked all the tiggers and notifications but I can't find the problem.
I don't want iTop to send a notification when the ticket is closed.
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Can you share some details, please?
For instance: does the agent manually close the ticket? What's the workflow?
What notification gets sent, does it create the latest log entry or something else?
What triggers are configured?
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
This happens when the user manually closes the ticket. I have auto close configured but I have not tested it yet.
When the user closes the ticket, iTop interprets it as the “log update” trigger and sends the last log entry to the agent, even if the entry was made by the agent itself.
We have not configured the notification for ticket closure, but if we configure it, the log notification still arrives as well.
Attached is a screenshot of the notification event.
I have found the problem! In the last version, iTop had the “User Portal” option, but in the new version it adds the “Portal” option. I changed “User Portal” to “Portal” and it works.
Hi, I have a problem, when I close the ticket itop sends a notification as log update.
This didn't happen before. I have checked all the tiggers and notifications but I can't find the problem.
I don't want iTop to send a notification when the ticket is closed.
I have iTop version 3.1.1-1-12561
Can you share some details, please?
For instance: does the agent manually close the ticket? What's the workflow?
What notification gets sent, does it create the latest log entry or something else?
What triggers are configured?
This happens when the user manually closes the ticket. I have auto close configured but I have not tested it yet.
When the user closes the ticket, iTop interprets it as the “log update” trigger and sends the last log entry to the agent, even if the entry was made by the agent itself.
We have not configured the notification for ticket closure, but if we configure it, the log notification still arrives as well.
Attached is a screenshot of the notification event.
And the configuration of your actual trigger?
This is our actually trigger configuration
I have found the problem! In the last version, iTop had the “User Portal” option, but in the new version it adds the “Portal” option. I changed “User Portal” to “Portal” and it works.