As I'm learning more about the free ITSM add-on for OTRS, I'm finding that it [should] properly address the issues of "who approves", impact, notification, etc.
On Thu, Mar 13, 2014 at 11:37 AM, Rudolf Bargholz <[email protected]>wrote: > Hi Gerald, > > > > Sorry. Dumb to forget such an important detail. > > > > OTRS Version: 3.3.5 > > > > We do send the customer a mail, but the auditors want the company to be > able to pull a list of the patches made, what the patches were for and who > proved the patch. I would love to be able to push off the work to the > customer and give them the tools to do this, but have not found a solution > as yet. The mail notification seemed a possible solution. Unfortunately > there is more than one user that can approve modifications and then receive > the approval article mail. > > > > Regards > > > > Rudolf > > > > *Von:* [email protected] [mailto:[email protected]] *Im Auf**trag > von *Gerald Young > *Gesendet:* Donnerstag, 13. März 2014 15:37 > *An:* User questions and discussions about OTRS. > *Betreff:* Re: [otrs] Send notification based on article dynamic field > > > > OTRS Version? > > > > Summary: How can we provide a notification event of a new Article if > DynamicField_myField = [Some Value]. > > > > Short Answer: You can't. > > > > Longer answer: If you need to inform the customer, send a reply. > > > > > > On Thu, Mar 13, 2014 at 10:26 AM, Rudolf Bargholz < > [email protected]> wrote: > > Hi, > > > > Our requirement ist to inform our customer when we load a patch on their > productive environment. In order to log this information we have created > two new dynamic fields or type "article": > > > > LoadInfo: if this is a "patch" or a "fullversion" > > Approval: the name of the person that approved the patch > > > > We have tried to use the notifications in OTRS to generate a mail to the > customer whenever an article is created with a "LoadInfo" = "patch" or > "fullversion": > > > > > http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add > > > > Unfortunately in the Admin-"Add" window for the notification the ticket > section displays the dynamic fields, but in the article section it does not > seem possible to filter the articles based on values in the dynamic fields. > > > > Is this just the way that this is, or can I somehow in the SysConfig tell > the notifications to search over the dynamic article fields? > > > > Any help appreciated. > > > > Regards > > > > Rudolf > > > --------------------------------------------------------------------- > 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 > > > > --------------------------------------------------------------------- > 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 >
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