Mail notes and answers to all admins
Hiya, Well, we used to work with RT2 and made a switch to OTRS. I love it, but have trouble with two things. I couldnt find any info about in the docs or using google, so I hope you can help me. 1. When adding a note to a ticket, we (the admins of that queue) like to receive a mail about it, with the notes content. I saw there was something like Agent::AddNote in the notifications list. But I couldnt find a way to enable that. I added this in the config.pm but that didnt helpt either: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, 2. When one admin answers a ticket, all other admins should receive that answer to. That way we can easily check wether it was a correct answer, etc. I didnt find any thing in OTRS that looked like it was designed to do that. So I was wondering, is it possible to do this. If not, is it possible that every answer has a default BCC line in it? The mails should either go to the personal address of the admins, or to the system admin mail address. $Self->{AdminEmail} I hope someone can help me fix this issues, or at least give some pointers. Jurrit
On Friday, May 28, 2004 5:12 PM
Jurrit
1. When adding a note to a ticket, we (the admins of that queue) like to receive a mail about it, with the notes content. I saw there was something like Agent::AddNote in the notifications list. But I couldnt find a way to enable that. I added this in the config.pm but that didnt helpt either: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1,
No way to do that without thorough coding, sorry.
2. When one admin answers a ticket, all other admins should receive that answer to. That way we can easily check wether it was a correct answer, etc. I didnt find any thing in OTRS that looked like it was designed to do that. So I was wondering, is it possible to do this.
No way either, sorry again. See above.
If not, is it possible that every answer has a default BCC line in it?
Again: no. We provide a general Bcc feature. Set in Config.pm: # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use it only for external archive funktions) $Self->{'SendmailBcc'} = 'address@example.com';
I hope someone can help me fix this issues, or at least give some pointers.
sales@otrs.de - we'll do it for you. regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (2)
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Jurrit -
Robert Kehl