David Holder
Tue, 09 Feb 2010 05:11:53 -0800
Hi Nuno Specification for Note Added notification:
Recipient: Customer Event: Article Create Article Type: note-external Then add your relevant subject and text fields, something like: <OTRS_CUSTOMER_REALNAME>, A note has been added to your ticket : Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> <OTRS_AGENT_BODY[999]> The OTRS_AGENT_BODY will take the text that was added to the note. Regards, On Tue, Feb 9, 2010 at 1:07 PM, Nuno Ranito <nran...@neosit.pt> wrote: > DAvid > > How did you implement this one? > > * Note Added (when a note is added as a note-external, that gets e-mailed to > the customer) > > > > 2010/2/9 David Holder <david.hol...@gmail.com> > > Hi Manish, >> >> You can use configuration settings for the queue in conjunction with a >> generic agent to accomplish this. I haven't done it myself, but it should >> give you a start. >> >> The information for this can be found here : >> http://doc.otrs.org/2.3/en/html/x1519.html >> >> Let us know how you get on. >> >> Regards, >> >> David >> >> >> On Tue, Feb 9, 2010 at 11:10 AM, manish ramteke < >> manish.s.ramt...@gmail.com> wrote: >> >>> Hi David, >>> >>> Thanks for guidance.I have a situation wherein if a particular ticket has >>> crossed the threshold time of resolving, >>> event based notification should be sent to management for escalation. >>> >>> What I would like to know is how would I associate this escalation >>> notification with the ticket. >>> How to configure the ticket so that escalation notification will be >>> triggered. >>> >>> >>> >>> >>> On Tue, Feb 9, 2010 at 4:31 PM, David Holder <david.hol...@gmail.com>wrote: >>> >>>> Hi Manish, >>>> >>>> What are you trying to notify? >>>> >>>> There are essentially two groups of notifications in OTRS, First of all >>>> are automatic responses. So, for example, when mails are put in a specific >>>> queue the following notifications can be configured to despatch: >>>> >>>> * default reply (after new ticket has been created) (auto reply) >>>> * default reject (after follow up and rejected of a closed ticket) (auto >>>> reject) >>>> * default follow up (after a ticket follow up has been added) (auto >>>> follow up) >>>> * default reject/new ticket created (after closed follow up with new >>>> ticket creation) (auto reply/new ticket) >>>> >>>> The second group is event based notifications, which allow you to send >>>> out notifications based on a specific specification. For me I have the >>>> above >>>> auto notifications selected and a few custom event based notifications: >>>> >>>> * Ticket Assigned >>>> * Ticket Closed >>>> * Note Added (when a note is added as a note-external, that gets >>>> e-mailed to the customer) >>>> >>>> If you can tell us what kind of notification you wish to flag up, we can >>>> help you implement the type and specification of it. >>>> >>>> Thanks, >>>> >>>> On Tue, Feb 9, 2010 at 5:23 AM, manish ramteke < >>>> manish.s.ramt...@gmail.com> wrote: >>>> >>>>> Hi, >>>>> >>>>> Please let me know how to use notifications in OTRS.2.4.5 >>>>> >>>>> Regards, >>>>> Manish Ramteke >>>>> >>>>> >>>>> >>>>> >>>>> --------------------------------------------------------------------- >>>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>>> Archive: http://lists.otrs.org/pipermail/otrs >>>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>>> >>>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>> >>> >>> >>> >>> Regards, >>> Manish Ramteke >>> >>> >>> >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> NEW! 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