On Wed, 6 Oct 2004, Tyler Hepworth wrote:
I have seen many inquiries in the list archives regarding customer notifications when a Note is added to a ticket. I too have this requirement. I suspect that the module that needs to be modified is AgentNote.pm . Has anyone been able to successfully patch the system to do what is needed? A short note that states that the ticket has been updated would be sufficient. I don't want to spend a lot of time developing this if someone has already.
Many thanks in advance!
**Disclaimer - I am not an official voice of OTRS. This is just my opinion.
I don't believe you will ever see this feature developed and your time would probably be better spent elsewhere. A "note" is classified as an internal comment. This is something that the customer will never see - not in email or the cpanel. It is intended to allow agents to post information that may be important to know about someone, but which you probably would not want that individual to be aware of. If the agent needs the customer to be aware of some tidbit of information, then the agent should use either "compose answer" or "contact customer". Compose will send an email to the customer with the agent's response (what better notification is there than this). Contact will file the agent's response in the db but not send an email. The response is publicly available in the cpanel.
To notifiy a customer of queue moves, state changes, or owner changes, you can enable these options when setting up the queue in the admin-area.
While I agree with Tyler, it does look as if there is a method to do this. The Note "Type" by default is "Note Internal" but you could also set up a "Note External" type which would just notify the ticket opener that a note was added to their account, and what the note contents were. I think there is the facility and ability to do so; although I don't need it, and I would guess that it could cause problems if an agent accidentally made an internal, demeaning note about a customer external, and the customer saw the note. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman@purplecow.com http://www.purplecow.com/ ---------------------------------------------------------------------------