Hello list,

We use OTRS 2.3.4 for about one year and the software is just doing right! It meets easily our needs.

But we realized a small detail and we are trying to solve it. The issue is: the notifications to agents and customers, when we add a new note, are triggered in different moments. Agent notifications are being sent before StateSet (Kernel::System::Ticket->StateSet) and Customer notifications after StateSet. The result is that in the email notification where we have a state tag “<OTRS_TICKET_State>”, this tag is replaced with the new (and correct state) for the customer and the old (and wrong) for the agents (since the agents notifications are sent before StateSet). So, the same event triggers notifications with different status to each “actor” of the system (agents/customers).

We realized this by putting some debug messages on some points of the code…So, when we add a new note, the flow is like:

AgentTicketNote::Run: Ticket: - State: - Article: - ArticleType: - Notification:

Article::ArticleCreate: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification:

Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: AddNote

Ticket::StateSet: Ticket: 127 - State: 4 - Article: - ArticleType: 10 - Notification:

Article::SendCustomerNotification: Ticket: 127 - State: 11 - Article: 1431 - ArticleType: 10 - Notification: StateUpdate

Trying to workaround this issue, we commented out the notification sendings at Kernel::System::Article->ArticleCreate and moved them to an specific point at Kernel::Modules::AgentTicketNote->Run that is after the call to StateSet. The problem is that we are not being able to call SendAgentNotification from this module file even through the {TicketObject}. I understand that this method (SendAgentNotification) is owned by Kernel::System::Ticket::Article and we should have an {ArticleObject} to use but we don´t. Strange is that at Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue, for example, it calls that same method (call as “$Self->{TicketObject}->SendAgentNotification”) and it does not have an ArticleObject also, just a TicketObject like at AgentTicketNote.

Do anybody knows how to workaround this? Since Articles are part of a Ticket, is there a way from the TicketObject to retrieve all articles or a specific one, or a way to call SendAgentNotification?

Thanks you all for the help and the great software.


		Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ramos@wedotechnologies.com www.wedotechnologies.com

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