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 <Mauricio.Ramos@wedotechnologies.com>
Hello, we use
“en::Customer::StateUpdate” notification (configurable through
Admin->Notification) to do a part of the job. I say “a part of the job”
because there is the gap of not sending the notification when we (agents)
write a “follow up” that does not require a change of state (and in these cases
the customer is not notified). I worked a while on a new notification
“en::Customer::AddNote“ to send to the customer a notification on an external
note. Due to other priorities, this work was put aside a little and is still
not finished. If someone on the list have another easier idea on how to do
this, I also would like to hear. Mauricio.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On
Behalf Of samuel THOMAS
Sent: quarta-feira, 17 de junho de 2009 07:45
To: otrs@otrs.org
Subject: [otrs] notify customer on agent followup
Hello,
I need to notify customers when an agent make a follow up on his ticket.
How can i do this please ?
Thank you,
Samuel
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