type it.
On Mon, Mar 24, 2014 at 1:19 PM, Rudolf Bargholz <bargh...@onlinetravel.ch>wrote: > 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> > 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] *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> > 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] *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) > > > *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 <s...@escenic.com>] > *Gesendet:* Donnerstag, 13. März 2014 15:51 > *An:* User questions and discussions about OTRS. (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> 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 > > > > --------------------------------------------------------------------- > 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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