The other message I sent was a little big and is being retained. In order to shorten it a bit, I uploaded the files I worked on at...
http://www.drivehq.com/sharing/ShareLogon.aspx?key=5569583/tnf2f8i8tdjc
...and it can be accessed informing the email otrs@otrs.org.
The main changes were (please, see the sources at drivehq.com):
1) At Ticket.pm at around line 4471 where there is an "if" to check if ticket state update is needed.
2) The method ArticleLastArticle that appears in change 1 is a method we created at Ticket/Article.pm.
3) Insert a record in table notifications to create the notification "en::Customer:AddNote".
4) In Article.pm, there is a great change in method ArticleCreate. A simplification on notification checking/sending (around line 364) to send a notification to all agents working on that queue it does not matter if tickets are or not locked (the aim for us is to keep all agents informed on what is going on).
5) Still in Article.pm, there are other minor changes. The most important is around line 1909 to correct a situation where the system was trying to send a StateUpdate notification to the agents when this notification does not exist for them (just for Customers) and was logging an error besides it kept running ok. I think this can be a side-effect introduced by change 4, but still not sure.
6) At AgentTicketNote.pm I just changed the point where a piece of code runs in order to have the state of the ticket changed before ArticleCreate is called. This was intended to correct the status that appears on notifications. In the original situation, the customer was receiving the correct status information in their notification but the agents not (they were recieveing the old status). With this change, the agents are now ok but it messed with the customers.
If I don´t forget something, this was what I got so far. As I said, the work is not finished and besides I tested it a lot, there are still things to correct (and test). These are not production sources!
If you and others have some insights on this issue, I would like to hear what you think. Thanks you all too.
Mauricio.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of samuel THOMAS
Sent: quarta-feira, 17 de junho de 2009 10:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] notify customer on agent followup
Thank you for your answer, i've got the same problem, i need to notify each the follow up to the customer (and the agents), to allow them to follow their tickets without use the web interface.
Someone have any idee how I could do it ?
Or can you tell me how it's work and how i can add this ?
Thank you,
(sorry for my english)
2009/6/17 Maurício Ramos