Hi, The reason is simple. The current agent works with the web, and he sometimes attach notes to tickets to explain things. People that replace the agent usually go through the email to update themselves, but they do not see the note. Also, the note does not get archived (using the SendmailBcc). This is really important. Moshe Martin wrote: Hi Moshe, On Thu, Apr 10, 2003 at 03:43:56PM +0200, Moshe Leibovitch (SoftLink) wrote:
Is there a way of sending external notes no the email specified for the queue? Looking at the code, it seems that CreateArticle is used, and switching to SendArticle will do just that. Is that correct? (I am talking about Kernel/Modules/AgentNote.pm
That's would be possible (can be discussed on dev list). But, it sounds strange to me. Why do you want do do this?
Regards, Moshe
Martin
Hi Moshe, On Sun, Apr 13, 2003 at 01:25:38PM +0200, Moshe Leibovitch (SoftLink) wrote:
The reason is simple. The current agent works with the web, and he sometimes attach notes to tickets to explain things. People that replace the agent usually go through the email to update themselves, but they do not see the note.
If agent "a" is owner of the ticket and agent "b" is attaching a note then agent "a" gets an email notification with the note (agent follow up notification need to be enabled - preferences). That is what you want?
Also, the note does not get archived (using the SendmailBcc). This is really important.
SendmailBcc is just used for all sent emails. Not for each created article (ticket parts). If you want an "complete" archive, use the OTRS database or dump the database and convert it to mbox and serve it with MHonArc (http://www.mhonarc.org/).
Moshe
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier
participants (2)
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Martin Edenhofer -
Moshe Leibovitch (SoftLink)