Simon A. F. Lund wrote:
Martin Edenhofer wrote:
Hi Simon,
Simon A. F. Lund wrote:
I would like to modify the way "New Ticket notification" for agents
work.
Adding some additional conditions as to whom the notification is
send, by doing some additional mysql queries.
I can't seem to find any documention on how this works.
Can you please point me in the right direction as to how
notification is implemented? Which modules etc. etc.
This is done in Kernel/System/Ticket/Article.pm ->
SendAgentNotification()
:-)
Without knowing all that much, i think i wan't to write a new function
let's call it "GetSubscribedUserIDsByCustomerId" replacing
GetSubscribedUserIDsByQueueID.
This function should lookup agent <-> customer relation that i have
stored in an additional table, what is required is that i pass
sufficient information from within ArticleCreate (namely the customer
id and get all agents with relation to this customer).
Is the customer name available in ArticleCreate?
I Found it, CustomerUserID can be retrieved from $Ticket{CustomerUserID}.
Regards,
Simon
Martin
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