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

13 Mar 2014

      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.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