Hi. Thanks for the feedback. We are using OTRS 2.3.4 and we are using this
notifications: new ticket, follow up and move (agent notifications) and state
update (customer notification). When we enter a note (internal or external) the
AddNote notification is not sent. In order to workaround this issue at file
/opt/otrs/Kernel/System/Ticket/Article.pm, in method ArticleCreate, we cut out
all the code related to notification checking, around line 352 to line 543 and
replace it for a simple for loop, as follows, and now we are receiveing AddNote
notification.
for ( $Self->GetSubscribedUserIDsByQueueID( QueueID => $Ticket{QueueID} ) )
{
if ( $AlreadySent{$_} ) {
next;
}
$AlreadySent{$_} = 1;
my %UserData = $Self->{UserObject}->GetUserData(
UserID => $_,
Cached => 1,
Valid => 1,
);
# send notification
$Self->SendAgentNotification(
Type => $Param{HistoryType},
UserData => \%UserData,
CustomerMessageParams => \%Param,
TicketID => $Param{TicketID},
Queue => $Param{Queue},
UserID => $Param{UserID},
);
}
I was wondering if some other configuration made around the system could avoid
the sending of this notification. Studying the original code, in the beginning
of the notification part of the program (the mentioned lines) there is an
if-else including history type AddNote, so the flow should reach the else part
(AddNote):
# send agent notification!?
my $To = '';
my %AlreadySent = ();
if (
$Param{HistoryType}
=~
/^(EmailAgent|EmailCustomer|PhoneCallCustomer|WebRequestCustomer|SystemRequest)$/i
)
{
....
}
elsif ( $Param{HistoryType} =~ /^AddNote$/i ) {
....
The idea is to avoid making code changes to workaround behaviors generated due
to misconfiguration of the software but so far this is how we´ve been coping
with them.
Any light on this AddNote not been triggered issue is welcomed.
Thanks you all again.
From: [email protected] [mailto:[email protected]] On Behalf Of Katta,
Lokesh Katta Subramanyam
Sent: sexta-feira, 15 de maio de 2009 01:47
To: [email protected]
Subject: Re: [otrs] AddNote notification
Notification for AddNote is sent only to the agents and not customer users.
Customer users can only view the notes through the customer web frontend, only
when the notes are external.
Thanks,
Lokesh K S
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