Note dynamic field to trigger email notification to queue

[jroske77]

Hello,

We have recently upgraded from OTRS 5 to OTRS 6. In version 6 they got rid of the note triggers for ticket notifications which we used to use so that a user could trigger an email to everyone with write access to that queue.

Now trying to replace that functionality I have made a dynamic field appear in note where the user could select YES in a drop drown but now how do I get that dynamic field to be in the events for the ticket notification management. I do see ArticleDynamicFieldUpdate but surely a person needs to somehow link their custom dynamic field to that trigger?

Please help.
Running version 6.028 on Cent0S.

[root]

Hi,

We have recently upgraded from OTRS 5 to OTRS 6. In version 6 they got rid of the note triggers for ticket notifications which we used to use so that a user could trigger an email to everyone with write access to that queue.

That's new to me. What exactly do you talking about? There are still events like ArticleCreate and the article filter is also present.

- Roy

[jroske77]

Hi Roy,
Thanks for replying,

It was actually listed as a feature of upgrading to 6 on https://doc.otrs.com/doc/manual/admin/6 ... /otrs.html ... "Dropped dubious and somewhat confusing article types, and introduced the concept of communication channels as source for ticket articles (e.g. Email, Phone, Chat, etc). Customer visibility of articles can now be determined by a simple check-box."

Well we used those article types... yes we do use NotificationAddNote so that when a note is created it notifies everyone for that ticket (like owner, customer)... but we want an option available to the users in a note to choose that the note update will be emailed to all users for that queue as an update even after its assigned to an owner.

When you clicked on article type in OTRS 5 there is Note options available... that is what's now gone. So i'm trying to replace that with a dynamicfield in a note.

[root]

... but we want an option available to the users in a note to choose that the note update will be emailed to all users for that queue as an update even after its assigned to an owner.

Hi,

What was selected to achieve this in your OTRS 5 setup? AFAIK there is no by default, except the article type. As for this, a replacement exists.

- Roy

[jroske77]

In 5 we added note-queue as an article type... you were allowed to add them.
It was a drop down (in a note) that a user could select to send to all people with access to the queue.

The upgrade process set this ticket notification to activate with ArticleCreate .... but it was spamming all users of the queue whenever any note was created on any ticket, not by a user's choice.

Thanks for your help Roy.. if you have any ideas it would be appreciated.

[skullz]

is this what u mean ? Check AgentTicketNote###InformAgent (cant remember actual name)

[jojo]

Are you sure that you are not talking about a dynamic field of type article? There was no supported way to add new types of articles besides a direct change of the database which was never suggested

[jroske77]

I've added a couple attached picutres.
One is what the notification setup looked like in 5.... Also added the picture where it was added. I did have to define that during the db upgrade as an internal channel.

Then one is a picture of the dynamicfield I have added to the note in version 6. That is what I'd like to use to trigger the email to all those subscribed to the queue.

Inform agents would substitute the functionality but they would have to a) know all who has permissions to the queue, and b) select the whole list of people who need to know. I've attached the recipient list we had configured on 5 for you to see.

You sure do know your stuff! Thank you for your continued help.

[skullz]

note-queue definitely not default otrs 5 article type and i think you have some customization there

[jojo]

at least the database was changed to add a new article type...

[jroske77]

So I guess back to my original question... is there a way to get my new dynamicfield in a note to trigger a ticket notification when the agent selects it?
The dynamicfield is the only way i've so far seen that may work if the trigger can be made.

The Inform Agents would work except it includes all users who have Read Access not just Write access.

Thank you for the continued help.

[skullz]

I will use Ticket dynamic field instead.

1. Dynamic Field dropdown
=> NotifyTo = -, rw, customer, etc

2. Generic Agent (to reset back selection to -)
=> Event based = DF update NotifyTo
=> Filter = DF NotifyTo = rw, customer, etc
=> Action = DF NotifyTo = -

3. Ticket notification
Event = DF update NotifyTo
Filter = DF NotifyTo = rw
Recipient = all write agent

* then redo ticket notification for other recipient, customer, etc

Good luck

[jroske77]

I was able to use the article dynamic field to trigger the ticket notification. 1) add the dynamic field to article (of drop down) making sure the default was blank and that blank was allowed, one other choice of Yes 2) make the custom field valid but not necessary that way a change to the field was not forced every time triggering the notification 3) add the field to Ticket::Frontend::AgentTicketNote###DynamicField and then 4) setup the ticket notification to go with articledynamicfieldupdate
The only difference now between version 5 and 6 is that there is no filter for the article type that applies so its not only triggering this notice, but its also triggering the standard ticket notification for a note. Some people will get two notices. I guess that's pretty close.


Thank you to everyone that helped.