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? ==================== Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 10:25 AM To: otrs@otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 08:39:38AM -0500, Covert, Jake wrote:
A few feature requests that might help along with the next version: [...] 2) My technicians would like individual automated replies to messages assigned to them. Mainly so that their phone number can be sent out. I [...]
What do you mean with "automated replies"? Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed?
figure this can be done in two possible ways. The first way seem is the easiest, but less flexible:
a) Create a tech_phone_number variable in the system and then I can update the standard signature line to just add that in to all of our emails.
b) Create a Auto Responses <--> Tech Lead mapping. I like this one a lot. This would allow a nice email to go our to the customer notifying them to who their ticket was assigned to and what that Tech's specific contact information is.
3) Add some delete capabilities to the interface. I've noticed that the following areas in the interface do not have any delete capabilities:
a) Queues b) Signatures c) Responses d) Email Addresses e) Auto-Responses f) Responses g) Attachments
A real "delete" from the database is on the todo-list. It's a problem because of the database id references. But we work on it. Anyway, currently have the possibility to set the record to 'invalid'. -=> Then the record is not used in the agent- or customer interface.
Jake Covert
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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
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 '
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
participants (2)
-
Covert, Jake -
Martin Edenhofer