Great! :-) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 11:04 AM To: otrs@otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 10:36:53AM -0500, Covert, Jake wrote:

Yes, this is what I meant. Sorry for the confusion: ==================== Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed? ====================

Fine! This works with the current cvs version. Let me see if this is what you want. 1) Enable customer ticket-owner notifications -=> AdminArea -=> Queue -=> (select your queue for customer ticket-owner notifications, maybe each queue) -=> Set 'Customer Owner Notify' to 'Yes'. 2) Add a new agent preferences item (the phone number) to Kernel/Config.pm [...] $Self->{PreferencesGroups}->{Phone} = { Colum => 'Other Options', Label => 'Phone', Type => 'Generic', Desc => 'Agent phone number.', Data => '$Env{"UserPhone"}', PrefKey => 'UserPhone', Activ => 1, }; [...] and add this option to the used options by adding the following to Kernel/Config.pm [...] $Self->{PreferencesView} = { 'Mail Management' => [ 'NewTicketNotify', 'FollowUpNotify', 'LockTimeoutNotify', 'MoveNotify', ], Frontend => [ 'Language', 'Charset', 'Theme', 'RefreshTime', 'QueueView', ], 'Other Options' => [ 'Password', 'CustomQueue', 'SpellDict', 'Phone', ], }; [...] -=> The agent is able to set/change the own phone number via the agent Preferences. 3) Modify the 'customer new-ticket-owner notifications' by adding the following to Kernel/Config.pm [...] $Self->{CustomerNotificationBodyOwnerUpdate} = " *** THIS IS JUST A NOTE *** The owner of your ticket '' has been changed to ' '. The phone number is: :///custome r.pl?Action=CustomerZoom&TicketID= Your OTRS Notification Master *** THIS IS JUST A NOTE *** "; [...] That's all. The sender will get a notification with the phone number of the new agent on each ticket owner update.

Jake

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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