As I'm learning more about the free ITSM add-on for OTRS, I'm finding that
it [should] properly address the issues of "who approves", impact,
notification, etc.
On Thu, Mar 13, 2014 at 11:37 AM, Rudolf Bargholz
Hi Gerald,
Sorry. Dumb to forget such an important detail.
OTRS Version: 3.3.5
We do send the customer a mail, but the auditors want the company to be able to pull a list of the patches made, what the patches were for and who proved the patch. I would love to be able to push off the work to the customer and give them the tools to do this, but have not found a solution as yet. The mail notification seemed a possible solution. Unfortunately there is more than one user that can approve modifications and then receive the approval article mail.
Regards
Rudolf
*Von:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *Im Auf**trag von *Gerald Young *Gesendet:* Donnerstag, 13. März 2014 15:37 *An:* User questions and discussions about OTRS. *Betreff:* Re: [otrs] Send notification based on article dynamic field
OTRS Version?
Summary: How can we provide a notification event of a new Article if DynamicField_myField = [Some Value].
Short Answer: You can't.
Longer answer: If you need to inform the customer, send a reply.
On Thu, Mar 13, 2014 at 10:26 AM, Rudolf Bargholz < bargholz@onlinetravel.ch> wrote:
Hi,
Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type "article":
LoadInfo: if this is a "patch" or a "fullversion"
Approval: the name of the person that approved the patch
We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a "LoadInfo" = "patch" or "fullversion":
http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add
Unfortunately in the Admin-"Add" window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields.
Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields?
Any help appreciated.
Regards
Rudolf
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