Hello Andrea, you can use event-based notifications for such customer notifications. We use it when we move a ticket from 1st level team to 2nd level team and notify the requestor that 2nd level is now dealing with the request/ticket.
Please see under ADMIN - Ticket Settings Area - Notifications (Event) MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: h...@msxi-euro.com ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Aug 2015 14:45:26 +0100 From: Andrea Iannucci <andrea.iannu...@firstclarity.com> Subject: [otrs] Custom Notification Script To: otrs@otrs.org, FC infrastructure <infrastruct...@firstclarity.com> Message-ID: <55d48876.9080...@firstclarity.com> Content-Type: text/plain; charset=utf-8; format=flowed Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci ------------------------------
smime.p7s
Description: S/MIME cryptographic signature
--------------------------------------------------------------------- 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
