Hi. Thanks for the feedback. We are using OTRS 2.3.4 and we are using this notifications: new ticket, follow up and move (agent notifications) and state update (customer notification). When we enter a note (internal or external) the AddNote notification is not sent. In order to workaround this issue at file /opt/otrs/Kernel/System/Ticket/Article.pm, in method ArticleCreate, we cut out all the code related to notification checking, around line 352 to line 543 and replace it for a simple for loop, as follows, and now we are receiveing AddNote notification.

    for ( $Self->GetSubscribedUserIDsByQueueID( QueueID => $Ticket{QueueID} ) ) {

        if ( $AlreadySent{$_} ) {

            next;

        }

        $AlreadySent{$_} = 1;

        my %UserData = $Self->{UserObject}->GetUserData(

            UserID => $_,

            Cached => 1,

            Valid  => 1,

        );

        # send notification

        $Self->SendAgentNotification(

           Type                  => $Param{HistoryType},

           UserData              => \%UserData,

           CustomerMessageParams => \%Param,

           TicketID              => $Param{TicketID},

           Queue                 => $Param{Queue},

           UserID                => $Param{UserID},

        );

    }

I was wondering if some other configuration made around the system could avoid the sending of this notification. Studying the original code, in the beginning of the notification part of the program (the mentioned lines) there is an if-else including history type AddNote, so the flow should reach the else part (AddNote):

    # send agent notification!?

    my $To          = '';

    my %AlreadySent = ();

    if (

        $Param{HistoryType}

        =~ /^(EmailAgent|EmailCustomer|PhoneCallCustomer|WebRequestCustomer|SystemRequest)$/i

        )

    {

      ….

    }

    elsif ( $Param{HistoryType} =~ /^AddNote$/i ) {

      ….

The idea is to avoid making code changes to workaround behaviors generated due to misconfiguration of the software but so far this is how we´ve been coping with them.

Any light on this AddNote not been triggered issue is welcomed.

Thanks you all again.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam
Sent: sexta-feira, 15 de maio de 2009 01:47
To: otrs@otrs.org
Subject: Re: [otrs] AddNote notification

Notification for AddNote is sent only to the agents and not customer users. Customer users can only view the notes through the customer web frontend, only when the notes are external.

Thanks,

Lokesh K S