Email to additional recipients on ticket creation and Closur

[ahalachev]

Hi Guys,

I'm trying to achieve the following:

Company ACME has internal account manager(without access to OTRS) i want to notify that person on each case created in OTRS for company ACME and for each case closure.
Putting them Manually in CC is not an option.
The Email address of these persons is already imported in additional row in OTRS DB(Customer_User and Customer_company)

Any Ideas will be highly appreciated. Ideally that has to be automated with script as i have big list of companies and creating Generic agents for each company will be nightmare.

Thanks.

[crythias]

Ideally that has to be automated with script as i have big list of companies and creating Generic agents for each company will be nightmare.

Yes, but ... how else would you expect to do it?

What I'd do (?) I don't know. Add a custom field for "AccountManagerEmail" in customer_company (you did)
then create a custom TicketEvent

Steps:
Check if this is a ticket that is in a state change (new? Closed?) that you're seeking.
check if the customerid exists
check if the customerid for CustomerCompany has a valid AccountManagerEmail
send an AutoReply to the AccountManagerEmail
return success

[ahalachev]

Hi crythias,

I really don't have idea from where to start so i'm collecting ideas and then i'll try to implement the best.

Sorry for asking stupid questions but what do you mean by custom ticket event maybe you can give me some examples and the way to do it.

Thanks

[crythias]

Not a stupid question. A custom ticket event is one that requires a bit of programming. Basically, write a small program/applet/module that does what I suggested.

How? well, that may be beyond the scope of this forum. It's not something that is a trigger in SysConfig.

That said, it's something that has been asked a few times over the years and even at one time was something that I handled at one case as an auto-forward on receipt (before it got to OTRS.)

There's an autoBCC but that's global.

There's also Notification (Event), on StateUpdate. That would work, but it's a LOT of Notification Events.

I like my proposal better, but I don't know that I'll be getting to it any time soon.