Hello, I need to notify customers when an agent make a follow up on his ticket. How can i do this please ? Thank you, Samuel
Hello, we use "en::Customer::StateUpdate" notification (configurable through Admin->Notification) to do a part of the job. I say "a part of the job" because there is the gap of not sending the notification when we (agents) write a "follow up" that does not require a change of state (and in these cases the customer is not notified). I worked a while on a new notification "en::Customer::AddNote" to send to the customer a notification on an external note. Due to other priorities, this work was put aside a little and is still not finished. If someone on the list have another easier idea on how to do this, I also would like to hear. Mauricio. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of samuel THOMAS Sent: quarta-feira, 17 de junho de 2009 07:45 To: otrs@otrs.org Subject: [otrs] notify customer on agent followup Hello, I need to notify customers when an agent make a follow up on his ticket. How can i do this please ? Thank you, Samuel
Thank you for your answer, i've got the same problem, i need to notify each
the follow up to the customer (and the agents), to allow them to follow
their tickets without use the web interface.
Someone have any idee how I could do it ?
Or can you tell me how it's work and how i can add this ?
Thank you,
(sorry for my english)
2009/6/17 Maurício Ramos
Hello, we use “en::Customer::StateUpdate” notification (configurable through Admin->Notification) to do a part of the job. I say “a part of the job” because there is the gap of not sending the notification when we (agents) write a “follow up” that does not require a change of state (and in these cases the customer is not notified). I worked a while on a new notification “en::Customer::AddNote“ to send to the customer a notification on an external note. Due to other priorities, this work was put aside a little and is still not finished. If someone on the list have another easier idea on how to do this, I also would like to hear. Mauricio.
*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *samuel THOMAS *Sent:* quarta-feira, 17 de junho de 2009 07:45 *To:* otrs@otrs.org *Subject:* [otrs] notify customer on agent followup
Hello,
I need to notify customers when an agent make a follow up on his ticket. How can i do this please ?
Thank you, Samuel
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
The other message I sent was a little big and is being retained. In order to shorten it a bit, I uploaded the files I worked on at...
http://www.drivehq.com/sharing/ShareLogon.aspx?key=5569583/tnf2f8i8tdjc
...and it can be accessed informing the email otrs@otrs.org.
The main changes were (please, see the sources at drivehq.com):
1) At Ticket.pm at around line 4471 where there is an "if" to check if ticket state update is needed.
2) The method ArticleLastArticle that appears in change 1 is a method we created at Ticket/Article.pm.
3) Insert a record in table notifications to create the notification "en::Customer:AddNote".
4) In Article.pm, there is a great change in method ArticleCreate. A simplification on notification checking/sending (around line 364) to send a notification to all agents working on that queue it does not matter if tickets are or not locked (the aim for us is to keep all agents informed on what is going on).
5) Still in Article.pm, there are other minor changes. The most important is around line 1909 to correct a situation where the system was trying to send a StateUpdate notification to the agents when this notification does not exist for them (just for Customers) and was logging an error besides it kept running ok. I think this can be a side-effect introduced by change 4, but still not sure.
6) At AgentTicketNote.pm I just changed the point where a piece of code runs in order to have the state of the ticket changed before ArticleCreate is called. This was intended to correct the status that appears on notifications. In the original situation, the customer was receiving the correct status information in their notification but the agents not (they were recieveing the old status). With this change, the agents are now ok but it messed with the customers.
If I don´t forget something, this was what I got so far. As I said, the work is not finished and besides I tested it a lot, there are still things to correct (and test). These are not production sources!
If you and others have some insights on this issue, I would like to hear what you think. Thanks you all too.
Mauricio.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of samuel THOMAS
Sent: quarta-feira, 17 de junho de 2009 10:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] notify customer on agent followup
Thank you for your answer, i've got the same problem, i need to notify each the follow up to the customer (and the agents), to allow them to follow their tickets without use the web interface.
Someone have any idee how I could do it ?
Or can you tell me how it's work and how i can add this ?
Thank you,
(sorry for my english)
2009/6/17 Maurício Ramos
Ok, Thank you for your help, I'll try to see if i can do something this week. If you or others have some informations, some links , i'll be intersting to receive them ;) Thank you all, Samuel.
Hi Samuel, On 17.06.2009, at 12:45, samuel THOMAS wrote:
Hello,
I need to notify customers when an agent make a follow up on his ticket. How can i do this please ?
What about using e-mail responses instead of the note feature? If your customers are using the webinterface, you can use external notes as well. -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Hi, I need to use mail support, because for my company my customers, don't
be obliged to use the customer interface to follow their tickets. The
customer interface must just be used to the customer who want to see an old
ticket if they have the same question and they forgive the answer or see
their old tickets. Of course, we must allow the costumers to use the
customer interface to follow their tickets, but we mustn't oblige him to use
it ... so we need to notify them for each followup of the agents (each
external-note)
(sorry for my english, I hope that I arrive has to make me understand :)
Thank you,
Samuel.
2009/6/18 Shawn Beasley
Hi Samuel,
On 17.06.2009, at 12:45, samuel THOMAS wrote:
Hello,
I need to notify customers when an agent make a follow up on his ticket. How can i do this please ?
What about using e-mail responses instead of the note feature? If your customers are using the webinterface, you can use external notes as well.
--
Shawn Beasley Support Technician
((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer
NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
participants (3)
-
Maurício Ramos -
samuel THOMAS -
Shawn Beasley