Hello list, We use OTRS 2.3.4 for about one year and the software is just doing right! It meets easily our needs.
But we realized a small detail and we are trying to solve it. The issue is: the
notifications to agents and customers, when we add a new note, are triggered in
different moments. Agent notifications are being sent before StateSet
(Kernel::System::Ticket->StateSet) and Customer notifications after StateSet.
The result is that in the email notification where we have a state tag
"<OTRS_TICKET_State>", this tag is replaced with the new (and correct state)
for the customer and the old (and wrong) for the agents (since the agents
notifications are sent before StateSet). So, the same event triggers
notifications with different status to each "actor" of the system
(agents/customers).
We realized this by putting some debug messages on some points of the
code...So, when we add a new note, the flow is like:
AgentTicketNote::Run: Ticket: - State: - Article: - ArticleType: -
Notification:
Article::ArticleCreate: Ticket: 127 - State: 4 - Article: 1431 - ArticleType:
10 - Notification:
Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 -
ArticleType: 10 - Notification: AddNote
Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 -
ArticleType: 10 - Notification: AddNote
Ticket::StateSet: Ticket: 127 - State: 4 - Article: - ArticleType: 10 -
Notification:
Article::SendCustomerNotification: Ticket: 127 - State: 11 - Article: 1431 -
ArticleType: 10 - Notification: StateUpdate
Trying to workaround this issue, we commented out the notification sendings at
Kernel::System::Article->ArticleCreate and moved them to an specific point at
Kernel::Modules::AgentTicketNote->Run that is after the call to StateSet. The
problem is that we are not being able to call SendAgentNotification from this
module file even through the {TicketObject}. I understand that this method
(SendAgentNotification) is owned by Kernel::System::Ticket::Article and we
should have an {ArticleObject} to use but we don´t. Strange is that at
Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue, for example, it
calls that same method (call as "$Self->{TicketObject}->SendAgentNotification")
and it does not have an ArticleObject also, just a TicketObject like at
AgentTicketNote.
Do anybody knows how to workaround this? Since Articles are part of a Ticket,
is there a way from the TicketObject to retrieve all articles or a specific
one, or a way to call SendAgentNotification?
Thanks you all for the help and the great software.
[cid:[email protected]]<http://www.wedotechnologies.com/>
Mauricio de Andrade Ramos - Consultant I
Rodovia SC 401, Km 4, Espaço Primavera, Bloco C
88032-000 - Florianópolis - Santa Catarina - Brasil
Tel. + 55 48 2108 0104 * Fax. + 55 48 2108 0129
[email protected]
www.wedotechnologies.com<http://www.wedotechnologies.com>
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