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.

 

 

 

 

WeDo Technologies

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 Marco Vannini
Sent: quinta-feira, 28 de janeiro de 2010 16:20
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality

 

use and configure a notificatio (event) in sysconfig

 

HTH

 

MV

On Thu, Jan 28, 2010 at 7:02 PM, Scott Carter <scott.carter@aegisusa.net> wrote:

I’ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good… until I realized one KEY thing missing!

 

From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no?

 

How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update?

 

Is the customer required to frequently check the web console to see if there has been updates?

 

I can’t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I’ve searched the forum and haven’t come up with any solutions. (using otrs 2.4.5)

 

--side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread.

 

Thanks,

Scott Carter


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