The other message I sent was a little big and is being retained. In order to shorten it a bit, I uploaded the files I worked on at...
http://www.drivehq.com/sharing/ShareLogon.aspx?key=5569583/tnf2f8i8tdjc ...and it can be accessed informing the email [email protected]. The main changes were (please, see the sources at drivehq.com): 1) At Ticket.pm at around line 4471 where there is an "if" to check if ticket state update is needed. 2) The method ArticleLastArticle that appears in change 1 is a method we created at Ticket/Article.pm. 3) Insert a record in table notifications to create the notification "en::Customer:AddNote". 4) In Article.pm, there is a great change in method ArticleCreate. A simplification on notification checking/sending (around line 364) to send a notification to all agents working on that queue it does not matter if tickets are or not locked (the aim for us is to keep all agents informed on what is going on). 5) Still in Article.pm, there are other minor changes. The most important is around line 1909 to correct a situation where the system was trying to send a StateUpdate notification to the agents when this notification does not exist for them (just for Customers) and was logging an error besides it kept running ok. I think this can be a side-effect introduced by change 4, but still not sure. 6) At AgentTicketNote.pm I just changed the point where a piece of code runs in order to have the state of the ticket changed before ArticleCreate is called. This was intended to correct the status that appears on notifications. In the original situation, the customer was receiving the correct status information in their notification but the agents not (they were recieveing the old status). With this change, the agents are now ok but it messed with the customers. If I don´t forget something, this was what I got so far. As I said, the work is not finished and besides I tested it a lot, there are still things to correct (and test). These are not production sources! If you and others have some insights on this issue, I would like to hear what you think. Thanks you all too. Mauricio. From: [email protected] [mailto:[email protected]] On Behalf Of samuel THOMAS Sent: quarta-feira, 17 de junho de 2009 10:33 To: User questions and discussions about OTRS. Subject: Re: [otrs] notify customer on agent followup Thank you for your answer, i've got the same problem, i need to notify each the follow up to the customer (and the agents), to allow them to follow their tickets without use the web interface. Someone have any idee how I could do it ? Or can you tell me how it's work and how i can add this ? Thank you, (sorry for my english) 2009/6/17 Maurício Ramos <[email protected]<mailto:[email protected]>> Hello, we use "en::Customer::StateUpdate" notification (configurable through Admin->Notification) to do a part of the job. I say "a part of the job" because there is the gap of not sending the notification when we (agents) write a "follow up" that does not require a change of state (and in these cases the customer is not notified). I worked a while on a new notification "en::Customer::AddNote" to send to the customer a notification on an external note. Due to other priorities, this work was put aside a little and is still not finished. If someone on the list have another easier idea on how to do this, I also would like to hear. Mauricio. From: [email protected]<mailto:[email protected]> [mailto:[email protected]<mailto:[email protected]>] On Behalf Of samuel THOMAS Sent: quarta-feira, 17 de junho de 2009 07:45 To: [email protected]<mailto:[email protected]> Subject: [otrs] notify customer on agent followup Hello, I need to notify customers when an agent make a follow up on his ticket. How can i do this please ? Thank you, Samuel --------------------------------------------------------------------- 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/
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