This did the trick thanks so much!!! you can configure for each Ticket Action screen if and what free text fields you want to see/to use. Just go to "Admin" -> SysConfig -> Group: Ticket -> Sub Group: Frontend::Agent::Ticket::ViewPhoneNew -> TicketFreeText and define what free text fields you want to use. 0 = not used 1 = used 2 = used and required PS: See in Sub Group: Frontend::Agent::Ticket::View* for other screen settings. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request@otrs.org Sent: Thursday, January 28, 2010 2:14 PM To: otrs@otrs.org Subject: otrs Digest, Vol 16, Issue 147 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Notify Customer of Agent AddNote Functionality (Martin Edenhofer) 2. Re: Notify Customer of Agent AddNote Functionality (Martin Edenhofer) 3. Re: Re Digest message 4 was: TicketFreeText not showing up on new ticket form (Martin Edenhofer) 4. Re: dealing with article_attachment table (Martin Edenhofer) 5. Re: Filter or autofill the contents of TicketFreeText2 (Enrique Madrid) 6. Re: dealing with article_attachment table (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Thu, 28 Jan 2010 20:19:38 +0100 From: Martin Edenhofer Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality To: "User questions and discussions about OTRS." Message-ID: <585ED267-030E-4992-83A4-4A6EDCA40942@otrs.com> Content-Type: text/plain; charset=windows-1252 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

------------------------------ Message: 2 Date: Thu, 28 Jan 2010 20:24:21 +0100 From: Martin Edenhofer Subject: Re: [otrs] Notify Customer of Agent AddNote Functionality To: "User questions and discussions about OTRS." Message-ID: <8DC49929-8453-4E6E-8302-61DB3B9080EC@otrs.com> Content-Type: text/plain; charset="windows-1252" Hi Maur?cio, 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, Maur?cio 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, Espa?o Primavera, Bloco C 88032-000 - Florian?polis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 ? Fax. + 55 48 2108 0129 mauricio.ramos@wedotechnologies.com www.wedotechnologies.com

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