[otrs] Customer-Notifications on ticket creation and _closure_

[Alexander Scholler]

Hi,

many people regret that OTRS does not allow to automatically send the 
customer a mail when his ticket was closed.
I now wrote a script to do this job - see attachment and the comments 
inside how to use it.

Explanation:
* I added a freekey/text-pair with specific values that indicate if a 
customer notification shall be send on ticket creation and closure.
* This field is set to "notify on both" by default and can be changed 
e.g. on ticket creation and later activities.
* my script must be run by cron-daemon (e.g. every 5 min) and searches 
for all tickets with the specific freekey/text-pair.
* it sends the notifications where necessary and changes the freetext 
(to indicate that the notification sent must no longer be send)
* you can change the notification-behaviour (e.g. suppress or resend a 
notification) by manually changing the freetext.

This script adds the feature of
* ticket-closure-mails
* ticket-individual disabling mails on ticket-creation (that's not 
possible with auto-answers on standard-OTRS).

I used customer-notifications instead of auto-answers.
Why? I don't know! Give my a hint what's the difference in 
customer-notifications and auto-answers on my specific use...

I would be really pleased about feedback on my script!

I wrote another script that send agent-notifications
* on open tickets (which should be worked on)
* if there is no agent-activity for the last x minutes (e.g. writting a 
note) and
* if the last notification is more than x minutes ago
"x minutes" is priority-depending.
This script should enforce the working on open tickets through the agent 
and the amount of such notifications sent can be used within statistic 
analysis.
Tell me if you're interested in this script.

Bye, Alex
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