Hi Iosif,
The AGENT ARTICLE is simply documented as the last article the agent
saved in the ticket. Whether this is internal or external does not
matter.
I know organisations that use 'internal notes' to close the ticket and
set up an event based notifications to push these notes out to
customers.
If you don't want to send the last Agent Article to the customer then
don't use the tag.
It's more or less similar to not use the tag <OTRS_CONFIG_DatabasePw>
if you don't want to send out the password to your database in
notifications!
Of course, I can understand it if you'd need a tag to
LAST_ARTICLE_AGENT_SENT_TO_CUSTOMER or similar :D but that's a
different story - and currently not available out of the box in OTRS.
--
Michiel
On Wed, Sep 23, 2015 at 12:22 PM, Bogdan Iosif <bogdan.io...@gmail.com> wrote:
> Hi,
>
> I use OTRS 3.3.7 but from what I saw on github the problem is also present
> in 4.x.
>
> Problem: When an event notification (ADMIN->Notifications (Event)) with
> <OTRS_AGENT_BODY[10]> in its text is fired, if the latest article added by
> an agent is an internal note, then the body of the generated notification
> email will contain the first 10 lines of the internal note.
>
> Seeing how these notifications are registered in history as
> SendCustomerNotification, then it's very debatable they should have access
> to internal notes at all.
>
> Repro steps:
> 1. Configure an event notification triggered when ticket state is changed,
> to be sent to the customer or an arbitrary email address, with article body
> containing <OTRS_AGENT_BODY[10]>
> 2. Customer posts a new ticket (state is "new")
> 3. Agent posts an internal note (state is not changed)
> 4. Customer adds an article to the ticket and changes the state from "new"
> to "open" => email notification is sent to customer containing lines from
> the internal note
>
> Is the problem correctly identified? Is there a workaround?
>
> /bogdan
>
> P.S: Here is the relevant code from v3.3.7,
> Kernel\System\Ticket\Event\NotificationEvent.pm, line 725:
>
> All articles are retrieved in @ArticleBoxAgent and then the latest one sent
> by an agent is taken in %ArticleAgent, regardless of whether or not it's an
> internal note.
>
> # latest customer and agent article
> my @ArticleBoxAgent = $Self->{TicketObject}->ArticleGet(
> TicketID => $Param{TicketID},
> UserID => $Param{UserID},
> DynamicFields => 0,
> );
> my %ArticleAgent;
> for my $Article ( reverse @ArticleBoxAgent ) {
> next if $Article->{SenderType} ne 'agent';
> %ArticleAgent = %{$Article};
> last;
> }
>
>
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