Create new article type

[mantyyzz]

Hello , I'm using otrs 3.3.8 with mysql in linux debian.

I want to create new note article type(internal) , such as ,,note-internal'' (customers can't see it) , is it posible to do this ?

[crythias]

when you create a note, you get to choose its type.

[mantyyzz]

I know that , but I want to create new type. Now i have note-internal , note-external and note-.... , so i want to create fourth type

[wurzel]

Hi,

I think you have to extend database. It can not be done in sysconfig. This is sometimes tricky.

Flo

[crythias]

I think in this case, article types are what's listed in SysConfig only.

[mantyyzz]

Well I added new article in my databese. It appears in the list when i sending note , and works fine. But now the problem is that my created article type is external, it is possisble to do it internal? i mean that customer can't see note in their interface when i send it ?

[crythias]

it matters what it's labeled. if -internal, or -external

[crythias]

To create a new Note article type:
Ticket::Frontend::AgentTicketNote###ArticleTypes

To create a new email (Reply) article type:
Ticket::Frontend::AgentTicketCompose###ArticleTypes

Follow the structure as existing.

[mantyyzz]

Thanks crythias , it works. I edited my databese , created new article types with -internal and -external. Thanks!

[fcontreras]

Crythias and Mantyyzz, since I am a begginer with OTRS and because I am dealing with the same issue (adding articles types), I appreciate you guys give me more information on how we could edit the database to add article types.

Many Thanks in advance!