RE: [otrs] Insert initial tickettext/email to note

Hi Peter Quoting Peter van Beugen :

Maybe you can add a variable like to the config option: $Self->{'Ticket::Frontend::NoteText'} = ";

Still doesn't work, I thought of that too. Although I'm not a perl expert either (in fact I know nothing about perl), I suppose some of the text replacement code (as e.g. for the notifications) would be needed.

I tried it once, but it didn't work. But it can be, that I did not config it the right way... I'm not a Perl expert.

Otherwise it would be a nice feature to add to the new OTRS 2.1 ?? Having looked at 2.1 in detail, I don't think there are plans for that. Most people would not use it anyway. For us, its essential that no emails are sent out, as we have sensitive information in the tickets from time to time. Thats why I'm trying to "abuse" and enhance the note features...

cheers, Patrick

-----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Patrick Hofmann Verzonden: maandag 28 augustus 2006 10:31 Aan: otrs@otrs.org Onderwerp: [otrs] Insert initial tickettext/email to note

Hi there

We are currently integrating OTRS 2.0.4 into our customer portal. Almost everything works as expected, however, right now there is one thing we are not able to do. Manuals and mailinglists checked, found nothing.

What I would like to do is to insert the original mail, or better, the text of the last article/ticket into a note automatically (similar behaviour like when using 'empty answer' link to create an email followup) IMO I have to patch AgentTicketNote.pm to achieve what I want, was already checking AgentTicketEmail.pm and would more or less know how to do it. However, might break something that way.

Anyone out there already done that? any help/pointer appreciated.

kind regards, Patrick

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