Notify Customer of Agent AddNote Functionality
I've been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good... until I realized one KEY thing missing!
From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no?
How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? Is the customer required to frequently check the web console to see if there has been updates? I can't believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I've searched the forum and haven't come up with any solutions. (using otrs 2.4.5) --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. Thanks, Scott Carter
use and configure a notificatio (event) in sysconfig
HTH
MV
On Thu, Jan 28, 2010 at 7:02 PM, Scott Carter
I’ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good… until I realized one KEY thing missing!
From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no?
How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update?
Is the customer required to frequently check the web console to see if there has been updates?
I can’t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I’ve searched the forum and haven’t come up with any solutions. (using otrs 2.4.5)
--side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread.
Thanks,
Scott Carter
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Hello, by a test using version 2.4.6, it seems that notifications configured through this feature "Notification (Event)" do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like 'en::Customer::StateUpdate' and 'pt_BR::Customer::StateUpdate' and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all.
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From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: quinta-feira, 28 de janeiro de 2010 16:20
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality
use and configure a notificatio (event) in sysconfig
HTH
MV
On Thu, Jan 28, 2010 at 7:02 PM, Scott Carter
From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no?
How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? Is the customer required to frequently check the web console to see if there has been updates? I can't believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I've searched the forum and haven't come up with any solutions. (using otrs 2.4.5) --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. Thanks, Scott Carter --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Hi Maurício, yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). Any comments? -Martin On 28.01.2010, at 20:07, Maurício Ramos wrote:
Hello, by a test using version 2.4.6, it seems that notifications configured through this feature “Notification (Event)” do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ‘en::Customer::StateUpdate’ and ‘pt_BR::Customer::StateUpdate’ and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all.
Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 • Fax. + 55 48 2108 0129 mauricio.ramos@wedotechnologies.com www.wedotechnologies.com Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer.
Hi Martin, On Jan 28, 2010, at 8:24 PM, Martin Edenhofer wrote:
Hi Maurício,
yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped.
Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address).
Any comments?
-Martin
I think that it may not be a bad idea.
On 28.01.2010, at 20:07, Maurício Ramos wrote:
Hello, by a test using version 2.4.6, it seems that notifications configured through this feature “Notification (Event)” do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ‘en::Customer::StateUpdate’ and ‘pt_BR::Customer::StateUpdate’ and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all.
Do your queues have mixed languages? Since there is a queue delimiter, I would recommend redirecting not putting an auto-reply on the entry queue, but on the move event when moving the ticket to the language specific queue for this type of request. Service Desk (SPOC - no auto reply) Service Desk::English (auto reply on move into this queue) ///shawn
That would be nice too!
Giving a check in the page "Notification (Event)", as it is in v2.4.6, we could also reach a similar behavior trying to explore customerID field and writing specific notifications in the language of that customer. Or also, in our case, exploring "Queue" field since we use it in a "product/customer" basis.
Another interesting detail is related to otrs tags. Take the example of a "StateUpdate" notification. It is possible that an agent or customer action/note changes the ticket state. So, depending who triggered the action, and who is the recipient, the notification could use a "
Hi Scott, the agent can also use "compose answer" to the customer. For this you need to assign "Responses" to "Queues". "Admin" -> "Responses <-> Queue", select your queue and assign min. one response to this queue. After that you will find at least one possible "Response" in Ticket Zoom view (right site, directly under the customer information). -Martin On 28.01.2010, at 19:02, Scott Carter wrote:
I’ve been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good… until I realized one KEY thing missing!
From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no?
How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update?
Is the customer required to frequently check the web console to see if there has been updates?
I can’t believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I’ve searched the forum and haven’t come up with any solutions. (using otrs 2.4.5)
--side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread.
Thanks, Scott Carter
participants (5)
-
Marco Vannini -
Martin Edenhofer -
Maurício Ramos -
Scott Carter -
Shawn Beasley