someone created ticket but cancelled, but now its generating notification of closed. why its not generating notification of cancelled? pls help
Notifications are based on Activities and their Activity Type.
There are some auto generated activites, when you update tickets.
In your case , for example, you update a Request with the Status set to "Cancelled".Because the "Cancelled" status will make the Request inactive( same as for Status "Close")the system creates an Activity Log of type "Close".Hence a notification is sent out based on this "Close" activity.
You might be able to send out different notification messages by configuringcondition based notification rules.The condition might check if the current Status is "Cancelled" and will use a different message template to sent. You would still have a "Close" activity in your request, but different messages when Status "Cancelled" was set.
Hope this clarifies the current behavior and helps a bitRegards.
yes, you may send a different message, based on the status "Cancelled".But the Activity Log still shows "Closed".
The reason you are getting a "Close" activity notification is because if you look at the "Cancelled" status configuration, you will notice that the field "Make Active?" is set by default to "No". This means the ticket is treated as closed. The "Closed" status triggers the "Close" activity notification which is a special case and is outside the purview of the "Update Status" activity.. This is by design. If you edit and make the "Cancelled" status "Make Active?" field as "Yes", then you will notice that when you cancel a ticket, you will get the "Update Status" activity and not "Close" activity. However, in that case, the ticket will still show up as "Active" and you will need to close it to make it "Inactive" which then will trigger the "Close" activity.
Hope this helps.
Thanks and Regards,
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