[otrs] Send notification based on article dynamic field

Renee B otrs.list at perl-services.de
Thu Mar 13 14:40:51 GMT 2014


On 13.03.2014 15:37, Gerald Young wrote:
> 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.

Or develop your own Perl module. It has to be an event module that
listens to ArticleCreate and checks if the
Dynamic Fields have the values you want. Then send an email.

- Renee

>
>
>
> On Thu, Mar 13, 2014 at 10:26 AM, Rudolf Bargholz
> <bargholz at onlinetravel.ch>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.
>>
-- 
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