Re: [otrs] Send notification based on article dynamic field

18 Mar 2014

      Hi,

Just to report back on this issue:

As no one was able to supply an idea to solve our problem (my Perl experience is non-existent) we have chosen the following to resolve our customers problem:

1)      Created the following dynamic fields: TicketPatchApprovedBy, TicketPatchFlag, ArticlePatchApprovedBy, ArticlePatchFlag. The ApprovedBy is a text field which we use to enter the name of the person that approved the patch/loading of a new version at the customer site. PatchFlag is a list with the values “patch” or “fullversion”.

2)      Our support employees, when asked by the customer, enter these values when the customer allows us to patch their software. If in the course of a ticket the software has to be patched more than once we send them a new article and add the ArticlePatchApprovedBy and ArticlePatchFlag values.

3)      In the customer interface we now allow the user to search for TicketPatchApprovedBy or TicketPatchFlag. If the customer expands all the articles and searches for “patch:” they find all the articles in the ticket pertaining to the loading of a patch.

4)      We searched for “DynamicField” in the SysConfig in order to make the patch flags visible in the Agent and Customer frontends.

Advantage: it works for our needs:
Disadvantage: we can only define one Notification-Event on the ticket when we set the ticket patch flag. It would be more useful for us to have the article trigger the notification and us send the body of the article in the notification mail, but I guess that just is not possible at the moment.

Thanks to everyone that responded.

Regards

Rudolf

Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Rudolf Bargholz
Gesendet: Donnerstag, 13. März 2014 16:44
An: Stein Erik Berget; User questions and discussions about OTRS. (otrs@otrs.org)
Betreff: Re: [otrs] Send notification based on article dynamic field

Hi Sten,

Thanks for responding.

In the course of a ticket there could be more than one situation in which a patch of the production software would be necessary, so there could be more than one article in one ticket that indicates a patch was loaded.

In the customer interface they can see the articles with article based dynamic tickets, but the searching for the tickets using dynamic fields of type article does not seem possible, so we thought the mail notification might be an elegant solution to inform the customer of patches made, and send the mails to a dedicated mail address that the customer could collect all patch mails approved by different persons in a central location.

As a last resort we will change the article dynamic field to a ticket dynamic field.

Again, thanks for responding.

Regards

Rudolf

Von: Stein Erik Berget [mailto:seb@escenic.com]
Gesendet: Donnerstag, 13. März 2014 15:51
An: User questions and discussions about OTRS. (otrs@otrs.orgmailto:otrs@otrs.org); Rudolf Bargholz
Betreff: Re: [otrs] Send notification based on article dynamic field

On Thu, 13 Mar 2014 15:26:35 +0100, Rudolf Bargholz mailto:bargholz@onlinetravel.ch> wrote:
Hi,

Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type “article”:

LoadInfo: if this is a “patch” or a “fullversion”
Approval: the name of the person that approved the patch

We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a “LoadInfo” = “patch” or “fullversion”:

http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add

Unfortunately in the Admin-“Add” window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields.

Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields?

Why do you need this to be an dynamic field of type 'Article'? If it where of type 'Ticket' could you use both Generic Agent and Notifications (Event).

--
Stein Erik Berget