Just one detail...we have to hardcode an email of our domain (at line 2223) in order to workaround smtp issues. When the customer was sending a message, our smtp was refusing it since their email addresses are from a different domain. Just take a look at this to avoid any undesirable side effects. Glad it helped! Bye!
-----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Roberto Pennolino Sent: sexta-feira, 27 de março de 2009 11:56 To: User questions and discussions about OTRS. Subject: Re: [otrs] Text in customer notification Many tnx. It works !!! I copied the file Article.pm in my system e added in en::Customer::StateUpdate the param <OTRS_NOTE_BODY>. Many tnx Maurício: u saved my life !!!! 2009/3/27 Maurício Ramos <[email protected]>: > Hi, we use the queue option "Customer State Notify", so, whenever there is a > change on the state (including "closed") a notification is sent to the > customer. Then we configured at Admin->Notification, on notification > en::Customer::StateUpdate the notification text using otrs tags. In the > tests, we were not able to use any tag to print the text we typed > (independent of it was a closing action or not) so we have to go through the > code at /opt/otrs/Kernel/System/Ticket/Article.pm and change some things. > > I uploaded our Article.pm file to > http://www.drivehq.com/sharing/ShareLogon.aspx?key=5569583/tnf2f8i8tdjc. It > can be accessed informing the email [email protected]. > > The main changes were: > > 1) at line 1097, it was created the procedure ArticleLastArticle > 2) the line at 1474 > 3) at line 2524 where we invented a tag named <OTRS_NOTE_BODY> to be replaced > by the content (Body) of the last article (accessed by the new procedure) > which would be the solution (when closing a ticket) or the note we entered. > > Hope this can help. > > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf Of > Roberto Pennolino > Sent: sexta-feira, 27 de março de 2009 11:05 > To: [email protected] > Subject: [otrs] Text in customer notification > > Hi all. > When we close a ticket we write in "text" area how we solved the problem. > We would like to show this "text" (how we solved the problem) to the > customer (in web area as in the mail sent by OTRS system). > There's a way to do this ? > Tnx all and excuse me for my poor english. > > Roberto > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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/
