Changing notification options
Hi, list: On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option? TIA.
Jesús M. Navarro wrote:
On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option?
I believe the standard procedure to close a ticket and let the customer know is to just send a reply to the customer and set the state to closed on that reply. Nils Breunese.
Hi, Nils: El Viernes, 18 de Julio de 2008 10:35, Nils Breunese (Lemonbit) escribió:
Jesús M. Navarro wrote:
On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option?
I believe the standard procedure to close a ticket and let the customer know is to just send a reply to the customer and set the state to closed on that reply.
Yes, but there are circumnstances where an e-mail answer is not advisable and a public note is more up to the point. But then, when adding a note is not possible to change state (at least by default). Obviously I can add a public note and then close the ticket afterwards (which then asks forcibly to add a now unnecesary internal note) but that's cumbersome and error-prone. Cheers.
Admin, sysconfig Ticket - Frontend::Agent::Ticket::ViewClose Ticket::Frontend::AgentTicketClose###ArticleTypes: Change the "Content" field to a 1 for "note-external", add it if necessary (pretty sure it's there just set to 0 by default but not positive of that). I also changed my "Ticket::Frontend::AgentTicketClose###ArticleTypeDefault:" to "note-external" directly above the previously mentioned setting. Brett Davis -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jesús M. Navarro Sent: Friday, July 18, 2008 02:48 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Changing notification options Hi, Nils: El Viernes, 18 de Julio de 2008 10:35, Nils Breunese (Lemonbit) escribió:
Jesús M. Navarro wrote:
On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option?
I believe the standard procedure to close a ticket and let the customer know is to just send a reply to the customer and set the state to closed on that reply.
Yes, but there are circumnstances where an e-mail answer is not advisable and a public note is more up to the point. But then, when adding a note is not possible to change state (at least by default). Obviously I can add a public note and then close the ticket afterwards (which then asks forcibly to add a now unnecesary internal note) but that's cumbersome and error-prone. Cheers. _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.
Hi, Brett: El Martes, 22 de Julio de 2008 01:08, Brett Davis escribió:
Admin, sysconfig Ticket - Frontend::Agent::Ticket::ViewClose Ticket::Frontend::AgentTicketClose###ArticleTypes:
Change the "Content" field to a 1 for "note-external", add it if necessary (pretty sure it's there just set to 0 by default but not positive of that).
I also changed my "Ticket::Frontend::AgentTicketClose###ArticleTypeDefault:" to "note-external" directly above the previously mentioned setting.
Works like a charm. Thank you very much. Cheers.
participants (3)
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Brett Davis -
Jesús M. Navarro -
Nils Breunese (Lemonbit)