Re: [otrs] NewTicket notifications and FAQ approval

5 Mar 2009

      Thankx for the useful information. This may be of use to me (later, when I have euuhh.. time :-))

Kind regards,

Frans
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Laurent Minost
Sent: donderdag 5 maart 2009 14:46
To: User questions and discussions about OTRS.
Subject: Re: [otrs] NewTicket notifications and FAQ approval
Ok so I will give the answer to my own question :) I personnaly
consider
this problem as a new limitation to the FAQ approval mechanism with FAQ
module 1.5.4 :
You will not receive any NewTicket notification because the article in
the ticket is created by default as a note.
It is possible to change this behaviour by modifying the code in
System/FAQ.pm for creating the article (for those who are interested) :
# create article
        	my $ArticleID = $Self->{TicketObject}->ArticleCreate(
             TicketID	   => $TicketID,
-           ArticleType    => 'note-internal',
+	    ArticleType    => 'email-external',
             SenderType     => 'system',
             Subject        => $Subject,
             Body           => $Body,
             ContentType    => "text/plain;
charset=$Self->{ConfigObject}->Get('DefaultCharset')",
             UserID         => 1,
-           HistoryType    => 'AddNote',
+           HistoryType    => 'SystemRequest',
             HistoryComment =>
$Self->{ConfigObject}->Get('Ticket::Frontend::AgentTicketNote')-
...
{HistoryComment},
         );
  return 1;
This will allow you to :
- get notified about the new ticket created for the FAQ approval
process
- use this ticket to reply to the FAQ article creator to give him
comments about the article if it does not get approved.
Laurent MINOST
Laurent Minost a écrit :
...
Hi,
I've just configured FAQ approval new functionnality and I'm facing a
first problem : when a new FAQ article is added, a new ticket is
generated by the system into the configured FAQ_Approval queue
requesting approval of the FAQ article BUT there is no NewTicket
notification sent to agents even with queue selected in MyQueues and
New
Ticket notifications set to yes for Agent preferences ?? Why ?
Thanks for your answer.
Laurent MINOST
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Re: [otrs] NewTicket notifications and FAQ approval

Frans Stekelenburg