Notification after a ticket note

[shubham99in]

Hi,

Can anyone please tell me how to generate a notification to the customer when I(the agent) create an external-note on his ticket???
I can see that the message from agent is reaching the customer console but I need to dispatch an automated-mail to the customer's mail ID every time an external-note is sent by the agent to the customer.

Thanks.

[jojo]

why the agent is not using the reply functionality in this case?

[shubham99in]

There seems to be a bug out here in my version.
It does show a drop-down reply option but it does not do anything,not even open up a free text field.
That's why I had to look for an alternative in the form of note.

reply.JPG

[jojo]

You need to assing replies/answers to the Queues!

[shubham99in]

how will i do that??

[jojo]

via Admin Frontend (have you read the admin book?)

[kronos]

Admin Tab -> Queue Settings group -> Responses <-> Queues

resp_to_otrs.JPG

Click on the Queue you want, and select all the answers you'd like to have access to on ticket reply. Click Submit and you're good to go.

Want more answers? Create them and then repeat above.

[shubham99in]

thanks a lot for that... but it's is also not letting me complete that action i.e. it is not letting me reply with that option.

It says that the e-mail address is not valid and the e-mail address should not be internal.

Why does it say so? Please help.

Below is the screenshot of the same.

reply.JPG

[crythias]

Turn off MX record checking in the SysConfig.

[shubham99in]

Thanks a lot...this actually took care of it.

All seems to be working fine now...

[shubham99in]

Can anyone please tell me how to generate an e-mail to the customer on adding a note to the ticket?

Yes, I'm already using the 'Reply' functionality but that can be used only by the owner of the ticket. Once the ticket gets locked, no other agent would be able to use that "reply" option unless he changes the owner to himself. The note is reaching the user console but no e-mail notification is triggered to him but e-mail is triggered to agents if we select agents in the "Inform Agent" field of the "note" window.

So, I have a requirement wherein there's an agent who would be monitoring all the tickets & also would be only replying to the user as per the needs.

Please help me with this since it's creating a problem in managing this.

[crythias]

If you enable the Responsible function of OTRS, the "Watcher" can be the owner of the ticket, but both the Owner and the Responsible can Reply to the ticket.

http://forums.otrs.org/viewtopic.php?f=53&t=8028
http://forums.otrs.org/viewtopic.php?f=53&p=29778

[shubham99in]

Hey, this seems like a good idea. I don't want a default "watcher". I want to leave the functionality of owner as it is since here owners would be different. The "Responsible" feature actually tends to solve my purpose since an agent "responsible" would be able to work on it as well (reply to the ticket in my case).

I have also gone through the documents provided by you & what I think I have understood is that we can assign an agent to "responsible" & achieve my objective but this seems to be a manual job i.e. for each & every ticket we'll have to change the "responsible" agent from the zoom view. The default is the admin OTRS but I want a particular agent to be a default "responsible". Please suggest me how to do that.

Thanks.

[crythias]

"Responsible" and "Owner" are semantically interchangeable. That is to say, your designation of who is Owner and who is Responsible is up to you.

Ticket::ResponsibleAutoSet

Default value: Yes
Automatically sets the owner of a ticket as the responsible for it (if ticket responsible feature is enabled).

Unless you use Generic Agent or PostmasterFilter, you'll have to manually adjust one or both anyway.

[shubham99in]

So that means I'll have to configure the default owner & hence the default "responsible" because I could only find an option to set a default agent in the Generic Agent. I was hoping for an option where I could set only default "responsible" & not default agent since the owner has to be different from the "responsible" agent. Correct me if I'm wrong.

Ticket::ResponsibleAutoSet

Default value: Yes

It sets the owner of the ticket as "responsible" & not any other agent of our choice.

[crythias]

There (apparently) is no code in Generic Agent or Postmaster Filter that sets anything for Responsible. It could possibly be hacked by copy/paste and s/Owner/Responsible but I haven't had the time to test it.

[shubham99in]

Does that mean I'm left with no other option??

Can't I configure an auto-response on creation of an 'External Note'. That could also serve my purpose.

I can't seem to find a way for it & also it doesn't make sense that there is no way to configure a notification to customer on creation of a 'Note' since I have configured auto-responses for the similar options like 'Customer' , 'Priority' , 'Close' ,etc. which are the links present in the 'TicketZoom' alongside 'Note'.

[crythias]

Can't I configure an auto-response on creation of an 'External Note'. That could also serve my purpose.

No, but you can do a Notification (Event).

[shubham99in]

I'm confused as to which 'Event' option is to be used for a notification to the customer on creation of a 'Note'.

So, please help me out with it.

[crythias]

Event: Article Create
Article Type: note-external

http://www.google.com/search?q=site:for ... tion+event

This thread has gone way long. But jojo's first comment holds true: You should be using Reply, not External Note to send correspondence to your customers, which you've already set up and it works.
You have a second agent that needs to reply to the ticket, so you should add that person as Responsible or have that agent assume ownership. Or you can disable lock functionality (not recommended, but as it stands, this supervisor needing to reply to an agent's ticket seems to be recurring enough to have a thread over 2 months about it.)
Frankly, if the supervisor has to reply to users constantly, you may have other internal issues to address with the agents. </rantoff>

[shubham99in]

I'm sorry for the trouble caused to you due to this. This was a high-priority feature that I needed to enable for the daily work routine in the OTRS.

Also, about the thread extending for almost 2 months, the thread started with a similar but different query (only related to replying) and not the 'Responsible' feature which I was looking for in the later month of this duration.

Anyways, I think I'll have to take a decision accordingly. I thought there were features which I might not be aware of. So thought of posting it out here. And thanks to you guys, I indeed got a lot of help too. So, really appreciate your patience. Thanks.

[crythias]

I apologize for being over-the-top on this. Let's start fresh on the next topic.