RE: [dev] help with notification

9 Nov 2004


      Hi Martin
But this notification send email to customer. I want to implement this
change to our system without parsing emails received from otrs. I mean that
when article is added the notification will be send via Perl. For example
some event will be thrown and I can implement reaction to this notification
and my system can react to it.
Juraj Bobek
...
-----Original Message-----
From: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of
Martin Edenhofer
Sent: Tuesday, November 09, 2004 1:06 PM
To: Development community of OTRS
Subject: Re: [dev] help with notification
Hi Juraj,
Bobek Juraj wrote:
...
Exist any posibility how OTRS can notify customer via Perl 
interface when
new Article is added? Or when status or other atribute is changed?
Thanks.
Yes. But it's different.
Customer Notifications:
o On QueueChange
  o On StateChange
  o On AgentChange
Can be configured for each queue in admin interface and will 
be sent to 
the customer automaticaly on queue, state, agent change.
Customer Messages:
You can send messages to the customer (this message will be 
automaticly 
added as article):
Example to send a message to a customer
my $ArticleID = $Self->{TicketObject}->ArticleSend(
     ArticleType => 'email-external',
     SenderType => 'agent',
     TicketID => $Self->{TicketID},
     HistoryType => 'SendAnswer',
     HistoryComment => "\%\%$GetParam{To}, $GetParam{Cc}, 
$GetParam{Bcc}",
     From => $GetParam{From},
     To => $GetParam{To},
     Cc => $GetParam{Cc},
     Bcc => $GetParam{Bcc},
     Subject => $GetParam{Subject}, # message subject
     Body => $GetParam{Body}, # message body
     Charset => 'iso-8859-1', # email charset
     UserID => $Self->{UserID},
     %ArticleParam,
);
PS: You also can add normal articles where the customer get's 
no message:
my $ArticleID = $Self->{TicketObject}->ArticleCreate(
     TicketID => $Self->{TicketID},
     ArticleType => 'note-internal', # 
email-external|email-internal|phone|fax|...
     SenderType => 'agent',                 # agent|system|customer
     From => "Some Agent Name",
     ContentType => "text/plain; charset=iso-8859-1",
     HistoryType => 'AddNote',
     HistoryComment => '%%Note',
     Subject => 'some short description',   # required
     Body => 'the message text',            # required
     UserID => $Self->{UserID},
);
...
Juraj Bobek
___________________________________________
 S pozdravom (Mit freundlichem Gruß / kind regards)
 Dipl. Ing. Juraj Bobek
 Siemens Program and System Engineering s.r.o.
 IT Developer
 SMC BI ZA
Martin Edenhofer
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