Hi,
sometimes our agents create tickets self by phone or mail and the
content of any tickets are very easy. We create this ticket direct in
the state closed. There is nothing more to do for any agents.
But we want the get a notification of this. All other agents must be
informed of this little action. If otrs generate a notification, all
agents get this by mail. This is provided with bcc in Config.pm.
The function ArticleCreate don't check for this notification because new
article with the state closed will be return from this function before
the notification-check was reached.
I made a little patch for this. This patch don't disturb other
functions. I think, it's useful to get notification for closed tickets.
A better resolution would be a an array in Config.pm (or DB) with the
actions, there are related to a notification. Maybe changeable for
individual agents and selectable for only own tickets or all tickets.
Many todo...
What do you think?
Bye
Thomas
--
Thomas Kaminski [EMAIL PROTECTED] fon: +49 421 22 232-0
Entwicklung Linux for Your Business fax: +49 421 22 232-99
Univention GmbH http://www.univention.de/ mobil: +49 175 22 999 23
--- otrs-orig/Kernel/System/Ticket/Article.pm Fri Apr 22 10:50:39 2005
+++ otrs/Kernel/System/Ticket/Article.pm Thu Apr 28 09:22:29 2005
@@ -180,13 +180,11 @@
$Self->HistoryAdd(
TicketID => $Param{TicketID},
HistoryType => 'Misc',
- Name => "Sent no auto response or agent notification because ticket is state-type '$State{TypeName}'!",
+ Name => "Sent no auto response because ticket is state-type '$State{TypeName}'!",
CreateUserID => $Param{UserID},
);
- # return ArticleID
- return $ArticleID;
}
- if ($Param{AutoResponseType} && $Param{OrigHeader}) {
+ elsif ($Param{AutoResponseType} && $Param{OrigHeader}) {
# get auto default responses
my %Data = $Self->{AutoResponse}->AutoResponseGetByTypeQueueID(
QueueID => $Ticket{QueueID},
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
