Hi, we use the queue option "Customer State Notify", so, whenever there is a change on the state (including "closed") a notification is sent to the customer. Then we configured at Admin->Notification, on notification en::Customer::StateUpdate the notification text using otrs tags. In the tests, we were not able to use any tag to print the text we typed (independent of it was a closing action or not) so we have to go through the code at /opt/otrs/Kernel/System/Ticket/Article.pm and change some things.
I uploaded our Article.pm file to http://www.drivehq.com/sharing/ShareLogon.aspx?key=5569583/tnf2f8i8tdjc. It can be accessed informing the email otrs@otrs.org.
The main changes were:
1) at line 1097, it was created the procedure ArticleLastArticle
2) the line at 1474
3) at line 2524 where we invented a tag named to be replaced by the content (Body) of the last article (accessed by the new procedure) which would be the solution (when closing a ticket) or the note we entered.
Hope this can help.
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Roberto Pennolino
Sent: sexta-feira, 27 de março de 2009 11:05
To: otrs@otrs.org
Subject: [otrs] Text in customer notification
Hi all.
When we close a ticket we write in "text" area how we solved the problem.
We would like to show this "text" (how we solved the problem) to the
customer (in web area as in the mail sent by OTRS system).
There's a way to do this ?
Tnx all and excuse me for my poor english.
Roberto
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