Hi Juraj,
Bobek Juraj wrote:
Exist any posibility how OTRS can notify customer via Perl interface when new Article is added? Or when status or other atribute is changed? Thanks.
Yes. But it's different.
Customer Notifications:
o On QueueChange o On StateChange o On AgentChange
Can be configured for each queue in admin interface and will be sent to the customer automaticaly on queue, state, agent change.
Customer Messages:
You can send messages to the customer (this message will be automaticly added as article):
Example to send a message to a customer
my $ArticleID = $Self->{TicketObject}->ArticleSend(
ArticleType => 'email-external',
SenderType => 'agent',
TicketID => $Self->{TicketID},
HistoryType => 'SendAnswer',
HistoryComment => "\%\%$GetParam{To}, $GetParam{Cc}, $GetParam{Bcc}",
From => $GetParam{From},
To => $GetParam{To},
Cc => $GetParam{Cc},
Bcc => $GetParam{Bcc},
Subject => $GetParam{Subject}, # message subject
Body => $GetParam{Body}, # message body
Charset => 'iso-8859-1', # email charset
UserID => $Self->{UserID},
%ArticleParam,
);PS: You also can add normal articles where the customer get's no message:
my $ArticleID = $Self->{TicketObject}->ArticleCreate(
TicketID => $Self->{TicketID},
ArticleType => 'note-internal', # email-external|email-internal|phone|fax|...
SenderType => 'agent', # agent|system|customer
From => "Some Agent Name",
ContentType => "text/plain; charset=iso-8859-1",
HistoryType => 'AddNote',
HistoryComment => '%%Note',
Subject => 'some short description', # required
Body => 'the message text', # required
UserID => $Self->{UserID},
);
Juraj Bobek
___________________________________________ S pozdravom (Mit freundlichem Gruß / kind regards) Dipl. Ing. Juraj Bobek Siemens Program and System Engineering s.r.o. IT Developer SMC BI ZA
Martin Edenhofer
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