[otrs] NewTicket notifications and FAQ approval

[Frans Stekelenburg]

Thankx for the useful information. This may be of use to me (later, when I have euuhh.. time :-))

Kind regards,

Frans


> -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
> Laurent Minost
> Sent: donderdag 5 maart 2009 14:46
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] NewTicket notifications and FAQ approval
> 
> Ok so I will give the answer to my own question :) I personnaly
> consider
> this problem as a new limitation to the FAQ approval mechanism with FAQ
> module 1.5.4 :
> 
> You will not receive any NewTicket notification because the article in
> the ticket is created by default as a note.
> 
> It is possible to change this behaviour by modifying the code in
> System/FAQ.pm for creating the article (for those who are interested) :
> 
> 
>          # create article
>         	my $ArticleID = $Self->{TicketObject}->ArticleCreate(
>              TicketID	   => $TicketID,
> -           ArticleType    => 'note-internal',
> +	    ArticleType    => 'email-external',
>              SenderType     => 'system',
>              Subject        => $Subject,
>              Body           => $Body,
>              ContentType    => "text/plain;
> charset=$Self->{ConfigObject}->Get('DefaultCharset')",
>              UserID         => 1,
> -           HistoryType    => 'AddNote',
> +           HistoryType    => 'SystemRequest',
>              HistoryComment =>
> $Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketNote')-
> >{HistoryComment},
>          );
> 	return 1;
> 
> 
> This will allow you to :
> - get notified about the new ticket created for the FAQ approval
> process
> - use this ticket to reply to the FAQ article creator to give him
> comments about the article if it does not get approved.
> 
> Laurent MINOST
> 
> 
> Laurent Minost a écrit :
> > Hi,
> >
> > I've just configured FAQ approval new functionnality and I'm facing a
> > first problem : when a new FAQ article is added, a new ticket is
> > generated by the system into the configured FAQ_Approval queue
> > requesting approval of the FAQ article BUT there is no NewTicket
> > notification sent to agents even with queue selected in MyQueues and
> New
> > Ticket notifications set to yes for Agent preferences ?? Why ?
> >
> > Thanks for your answer.
> >
> > Laurent MINOST
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