Hello Andrea,
you can use event-based notifications for such customer notifications.
We use it when we move a ticket from 1st level team to 2nd level team and
notify the requestor that 2nd level is now dealing with the request/ticket.
Please see under ADMIN - Ticket Settings Area - Notifications (Event)
MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS
HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX
INTERNATIONAL
OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO:
HERB@MSXI-EURO.COM
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Message: 1
Date: Wed, 19 Aug 2015 14:45:26 +0100
From: Andrea Iannucci
Subject: [otrs] Custom Notification Script
To: otrs@otrs.org, FC infrastructure
Message-ID: <55D48876.9080607@firstclarity.com>
Content-Type: text/plain; charset=utf-8; format=flowed
Hi everyone,
i'm quite new to OTRS and i'm trying to add a custom notification method on
ticket status change (new, followup, close).
I would like to integrate OTRS with Slack, so i wrote the script to post on
Slack (using curl command line).
I was able to create a generic agent and it is working, but he is notifing
me about all the tickets that match a specific status on a crontab manner
that i've set in the agent configuration.
What i would like to acchieve is to have a notification (as it correctly
working for emails) everytime there is a new ticket, or an existing ticket
get a reply from the customer and when a ticket get closed.
So, i think that work with the agent is not the right place, i feel like
i've to create a notification script, but i dont know how to acchieve this
(and apparently all the information i've found online didnt help me that
much).
So, anyone can help me out on this? I just need to hit a bash script (so a
command line) everytime there is a status change on a ticket.
Thanks in advance
Best regards
Andrea Iannucci
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