That would be nice too!

Giving a check in the page “Notification (Event)”, as it is in v2.4.6, we could also reach a similar behavior trying to explore customerID field and writing specific notifications in the language of that customer. Or also, in our case, exploring “Queue” field since we use it in a “product/customer” basis.

Another interesting detail is related to otrs tags. Take the example of a “StateUpdate” notification. It is possible that an agent or customer action/note changes the ticket state. So, depending who triggered the action, and who is the recipient, the notification could use a “<OTRS_AGENT_BODY>” or a “<OTRS_CUSTOMER_Body>” tag. It would be nice to have other “higher level” tags like a “<OTRS_TICKET_LAST_ARTICLE_BODY>” or something like that to program more generic notifications that could be sent to both customers and/or agents.

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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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer
Sent: quinta-feira, 28 de janeiro de 2010 17:24
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality

Hi Maurício,

yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. 

Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). 

Any comments?

-Martin

On 28.01.2010, at 20:07, Maurício Ramos wrote:

Hello, by a test using version 2.4.6, it seems that notifications configured through  this feature “Notification (Event)” do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ‘en::Customer::StateUpdate’ and ‘pt_BR::Customer::StateUpdate’ and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all.

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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

Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s).
If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer.