Michiel, thanks for the reply.
I understand that the tag is currently used as is and so it could be a
problem if it chances.
Even so, I believe there's a strong argument for incoherence/bug with the
way it works now. A notification that is designed to be recorded in history
as Send>Customerext<---". I think
the field is not used for any other decision from what I saw in code.
It's easy to implement and would still allow all behaviors.
/bogdan
On 25 September 2015 at 00:01, Michiel Beijen
wrote:
> Hi Iosif,
>
> The AGENT ARTICLE is simply documented as the last article the agent
> saved in the ticket. Whether this is internal or external does not
> matter.
> I know organisations that use 'internal notes' to close the ticket and
> set up an event based notifications to push these notes out to
> customers.
>
> If you don't want to send the last Agent Article to the customer then
> don't use the tag.
> It's more or less similar to not use the tag
> if you don't want to send out the password to your database in
> notifications!
>
> Of course, I can understand it if you'd need a tag to
> LAST_ARTICLE_AGENT_SENT_TO_CUSTOMER or similar :D but that's a
> different story - and currently not available out of the box in OTRS.
>
> --
> Michiel
>
> On Wed, Sep 23, 2015 at 12:22 PM, Bogdan Iosif
> wrote:
> > Hi,
> >
> > I use OTRS 3.3.7 but from what I saw on github the problem is also
> present
> > in 4.x.
> >
> > Problem: When an event notification (ADMIN->Notifications (Event)) with
> > in its text is fired, if the latest article added
> by
> > an agent is an internal note, then the body of the generated notification
> > email will contain the first 10 lines of the internal note.
> >
> > Seeing how these notifications are registered in history as
> > SendCustomerNotification, then it's very debatable they should have
> access
> > to internal notes at all.
> >
> > Repro steps:
> > 1. Configure an event notification triggered when ticket state is
> changed,
> > to be sent to the customer or an arbitrary email address, with article
> body
> > containing
> > 2. Customer posts a new ticket (state is "new")
> > 3. Agent posts an internal note (state is not changed)
> > 4. Customer adds an article to the ticket and changes the state from
> "new"
> > to "open" => email notification is sent to customer containing lines from
> > the internal note
> >
> > Is the problem correctly identified? Is there a workaround?
> >
> > /bogdan
> >
> > P.S: Here is the relevant code from v3.3.7,
> > Kernel\System\Ticket\Event\NotificationEvent.pm, line 725:
> >
> > All articles are retrieved in @ArticleBoxAgent and then the latest one
> sent
> > by an agent is taken in %ArticleAgent, regardless of whether or not it's
> an
> > internal note.
> >
> > # latest customer and agent article
> > my @ArticleBoxAgent = $Self->{TicketObject}->ArticleGet(
> > TicketID => $Param{TicketID},
> > UserID=> $Param{UserID},
> > DynamicFields => 0,
> > );
> > my %ArticleAgent;
> > for my $Article ( reverse @ArticleBoxAgent ) {
> > next if $Article->{SenderType} ne 'agent';
> > %ArticleAgent = %{$Article};
> > last;
> > }
> >
> >
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