Martin Edenhofer wrote:

Hi Simon,

Simon A. F. Lund wrote:

...

I would like to modify the way "New Ticket notification" for agents work. Adding some additional conditions as to whom the notification is send, by doing some additional mysql queries. I can't seem to find any documention on how this works.

Can you please point me in the right direction as to how notification is implemented? Which modules etc. etc.

This is done in Kernel/System/Ticket/Article.pm -> SendAgentNotification()

:-)

Without knowing all that much, i think i wan't to write a new function let's call it "GetSubscribedUserIDsByCustomerId" replacing GetSubscribedUserIDsByQueueID. This function should lookup agent <-> customer relation that i have stored in an additional table, what is required is that i pass sufficient information from within ArticleCreate (namely the customer id and get all agents with relation to this customer). Is the customer name available in ArticleCreate?

...

Regards, Simon

Martin

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Hi Simon, Simon A. F. Lund schrieb:

...

Without knowing all that much, i think i wan't to write a new function let's call it "GetSubscribedUserIDsByCustomerId" replacing GetSubscribedUserIDsByQueueID. This function should lookup agent <-> customer relation that i have stored in an additional table, what is required is that i pass sufficient information from within ArticleCreate (namely the customer id and get all agents with relation to this customer).

Is the customer name available in ArticleCreate?

I Found it, CustomerUserID can be retrieved from $Ticket{CustomerUserID}.

Fine! PS: There is also a API documentation online where you can find much more informations about params: http://dev.otrs.org/ And also a upcoming developer manual: http://otrs.de/~me/doc-developer/en/ Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!