Using Survey with <OTRS_AGENT_Body> reference

[guerreiro]

Hi Everyone,

So this is my first post in OTRS forum . I'm pretty new to OTRS, just installed a fresh copy of version 4.

Everything is configured and i'm ready to deploy OTRS to my customers, unfortunately i'm having a litle issue that I would like to improve so that the customers can have a better experience.

I configured OTRS to notify users when a request is created and, when the ticket is closed, by e-mail. In the closed ticket we need that the users have the ability to reply to a survey, for that ticket. So I disabled the notification for closed tickets, and in the survey e-mail that is sent to the user they have some information that the ticket was closed and the link to the survey. (I also tried the opposite, trying to insert survey link in a Closed Ticket Notification, no success).

My problem is that I want to use the Agent's references in the survey email notification. I just want the users to receive one e-mail notification, not one for closing and another for the survey. I now that this is not the most correct way, but having 2 different emails for the users will be creating more "noise" than necessary.

My question is, how can I configure Survey Notification so that I can insert the agent reference tag (<OTRS_AGENT_Body>) ? Or how can I insert Survey reference link in a Notification Event?

So that in the Closed Ticket Notification the user can check the Agent information about closing the ticket.

Many Thanks,
DG

[crythias]

viewtopic.php?f=60&t=17184&p=66684&hili ... vey#p66684

[guerreiro]

Not exactly what i'm trying to do...

OTRS 4 as a survey package, so I don't exactly intend to install a limesurvey instance and configure to sync with OTRS.

For what I search this must be the dependencies in the pm files (Kernel::System::Ticket::Event::). But it's my first time with perl and i'm not familiar with the code, tried some things but din't work.

Why do you prefer using the limesurvey instead of the survey add on? I now that limesurvey as much more features and is much more complete, but for what we intend to do, the add on is enough.

[crythias]

Specifically for the following reasons:

• I can explicitly determine when to send it.
• I can control sending it or not, at all.
• I can send different surveys based upon queue.
• I can duplicate sending the survey.
• I can choose to send different language surveys.
• Flexibility to re-use LimeSurvey outside of OTRS... "How are we doing?"