InmailUserID in Postmaster modules
What is $Param{InmailUserID}? (I'm trying to modify NewTicket.pm and FollowUp.pm to enable OTRS to be used by agents that are using e-mail interface exclusively.)
Damir Dzeko wrote:
What is $Param{InmailUserID}?
I've figured that out. Now I have a question about notifications in Article.pm module. Can someone please explain to me why is this condition there? elsif ($Param{HistoryType} =~ /^FollowUp$/i || $Param{HistoryType} =~ /^AddNote$/i) { # get owner my ($OwnerID, $Owner) = $Self->OwnerCheck(TicketID => $Param{TicketID}); if ($OwnerID ne $Self->{ConfigObject}->Get('PostmasterUserID') && $OwnerID ne $Param{UserID}) { This last if here -- it prevents sending notifications when Owner of ticket and UserID of message do not match. Why? I need to turn it off to enable email interface to work and now I'm interested if it will break some other thing.
Hi Damir, Damir Dzeko wrote:
What is $Param{InmailUserID}?
I've figured that out.
Now I have a question about notifications in Article.pm module.
Can someone please explain to me why is this condition there?
elsif ($Param{HistoryType} =~ /^FollowUp$/i || $Param{HistoryType} =~ /^AddNote$/i) { # get owner my ($OwnerID, $Owner) = $Self->OwnerCheck(TicketID => $Param{TicketID}); if ($OwnerID ne $Self->{ConfigObject}->Get('PostmasterUserID') && $OwnerID ne $Param{UserID}) {
This last if here -- it prevents sending notifications when Owner of ticket and UserID of message do not match. Why?
This is, to send no notifications to the admin account (which is root@localhost and also PostmasterUserID and UserID). And all articles added from the PostMaster process is added by the admin account. If you write an agent email interface (e. g. to answer tickets via email) you need to lookup the sender agent UserID based on the email of the agent and the use this UserID for new articles of the agent. However, I wrote also an agent email interface. :) It currently supports "send answer to customer". But can be improved with close, unlock, ... But it just works with the cvs head. If you want, you can get it. Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hi Martin, Thanks for you reply :) Martin Edenhofer wrote:
This is, to send no notifications to the admin account (which is root@localhost and also PostmasterUserID and UserID). And all articles added from the PostMaster process is added by the admin account.
Figured that out later. All that comes by email by default is owned by PostmasterUserID.
If you write an agent email interface (e. g. to answer tickets via email) you need to lookup the sender agent UserID based on the email of the agent and the use this UserID for new articles of the agent.
I've already implemented input part of mail interface (with minor changes
to Postmaster/FollowUp and Postmaster/NewTicket).
Now I'm struggling to get all the notifications and auto-responses properly.
I've added feature to notifications that if you specify NotificationSenderEmail
configuration option to value 'SENDER' (Usually in Config.pm file)
# --
# notification sender
# --
$Self->{NotificationSenderName} = 'OTRS Notification Master';
# $Self->{NotificationSenderEmail} = 'otrs-admin@
However, I wrote also an agent email interface. :) It currently supports "send answer to customer". But can be improved with close, unlock, ...
I tough that it would be easiest to add some line at the beginning od the mail, say: OTRS: state=close that would be interpreted in OTRS like it was sent via X-OTRS-State header (headers are nice, but it's hard to work with them from various MUAs). After the line is parsed it would be best removed from article body (and the message that gets sent to customer through notification system). Since there is this X-OTRS-State header already, I do not think it would be too complicated.
But it just works with the cvs head. If you want, you can get it.
I'd love to take a peek. I'm also interested in V2. How can I access the CVS? Regards, Damir
participants (2)
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Damir Dzeko -
Martin Edenhofer