Hi Gerald, Thanks for your patience!
I have looked, but where can I create a new ArticleType? Regards Rudolf Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Gerald Young Gesendet: Montag, 24. März 2014 12:18 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Send notification based on article dynamic field > this starts falling apart when the customer decides to answer such a mail, > and then we answer, they answer etc. The mails that go back and forth between > our customers and us have endless history in them, so finding the concrete > article that was the info about the actual patch soon becomes problematic Why should it? If you add to the reply an article based dynamic field (is patch notification? Yes) or add a new article-type for the reply, you can find that pretty quickly: Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewCompose Ticket::Frontend::AgentTicketCompose###ArticleTypes (+) email-external-patch-notification On Mon, Mar 24, 2014 at 6:00 AM, Rudolf Bargholz <bargh...@onlinetravel.ch<mailto:bargh...@onlinetravel.ch>> wrote: Hi Gerald, I hope I understand what you mean with "standard reply" correctly. If not, please correct me. A ticket in our workflow contains a lot of communication with the customer, of which only some articles pertain to the loading of a patch. For audit purposes the customer needs to know when someone patched software, what was patched and who approved the patch. We need to be able to trigger a mail when an article gets appropriate flags, or at least give the customer a search option to find tickets relating to patches. Currently we can only generate a notification when ticket based fields change. The same holds true for the customer search interface. I can only search for ticket-based dynamic fields, not article-based dynamic fields. Also, customers almost always respond to our patch mails in our workflow, and sometimes we have to patch more than once. We thought about creating an email article template for patches, but this starts falling apart when the customer decides to answer such a mail, and then we answer, they answer etc. The mails that go back and forth between our customers and us have endless history in them, so finding the concrete article that was the info about the actual patch soon becomes problematic Notifications based on article body text would trigger in the original mail as well as with each subsequent answer mail with the predefined tags in the history text of the mail. Finding data also relies on full text searches, which in time will get slower than searches over indexed fields. In the end I decided against this option. Hope this explains our problem. Regards Rudolf Von: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] Im Auftrag von Gerald Young Gesendet: Samstag, 22. März 2014 02:04 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Send notification based on article dynamic field Rudolf, why isn't the standard reply adequate for this purpose? You can propose a template that includes all the Body-necessary fields and send to .. whomever you need. On Tue, Mar 18, 2014 at 1:12 PM, Rudolf Bargholz <bargh...@onlinetravel.ch<mailto:bargh...@onlinetravel.ch>> wrote: Hi, Just to report back on this issue: As no one was able to supply an idea to solve our problem (my Perl experience is non-existent) we have chosen the following to resolve our customers problem: 1) Created the following dynamic fields: TicketPatchApprovedBy, TicketPatchFlag, ArticlePatchApprovedBy, ArticlePatchFlag. The ApprovedBy is a text field which we use to enter the name of the person that approved the patch/loading of a new version at the customer site. PatchFlag is a list with the values "patch" or "fullversion". 2) Our support employees, when asked by the customer, enter these values when the customer allows us to patch their software. If in the course of a ticket the software has to be patched more than once we send them a new article and add the ArticlePatchApprovedBy and ArticlePatchFlag values. 3) In the customer interface we now allow the user to search for TicketPatchApprovedBy or TicketPatchFlag. If the customer expands all the articles and searches for "patch:" they find all the articles in the ticket pertaining to the loading of a patch. 4) We searched for "DynamicField" in the SysConfig in order to make the patch flags visible in the Agent and Customer frontends. Advantage: it works for our needs: Disadvantage: we can only define one Notification-Event on the ticket when we set the ticket patch flag. It would be more useful for us to have the article trigger the notification and us send the body of the article in the notification mail, but I guess that just is not possible at the moment. Thanks to everyone that responded. Regards Rudolf Von: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> [mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] Im Auftrag von Rudolf Bargholz Gesendet: Donnerstag, 13. März 2014 16:44 An: Stein Erik Berget; User questions and discussions about OTRS. (otrs@otrs.org<mailto:otrs@otrs.org>) Betreff: Re: [otrs] Send notification based on article dynamic field Hi Sten, Thanks for responding. In the course of a ticket there could be more than one situation in which a patch of the production software would be necessary, so there could be more than one article in one ticket that indicates a patch was loaded. In the customer interface they can see the articles with article based dynamic tickets, but the searching for the tickets using dynamic fields of type article does not seem possible, so we thought the mail notification might be an elegant solution to inform the customer of patches made, and send the mails to a dedicated mail address that the customer could collect all patch mails approved by different persons in a central location. As a last resort we will change the article dynamic field to a ticket dynamic field. Again, thanks for responding. Regards Rudolf Von: Stein Erik Berget [mailto:s...@escenic.com] Gesendet: Donnerstag, 13. März 2014 15:51 An: User questions and discussions about OTRS. (otrs@otrs.org<mailto:otrs@otrs.org>); Rudolf Bargholz Betreff: Re: [otrs] Send notification based on article dynamic field On Thu, 13 Mar 2014 15:26:35 +0100, Rudolf Bargholz <bargh...@onlinetravel.ch<mailto:bargh...@onlinetravel.ch>> wrote: Hi, Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type "article": LoadInfo: if this is a "patch" or a "fullversion" Approval: the name of the person that approved the patch We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a "LoadInfo" = "patch" or "fullversion": http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add Unfortunately in the Admin-"Add" window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields. Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields? Why do you need this to be an dynamic field of type 'Article'? If it where of type 'Ticket' could you use both Generic Agent and Notifications (Event). -- Stein Erik Berget --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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
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