Handle Notes like Follow-ups?

[AlexG]

Hello Community,

I would like to handle Notes like Follow-ups. For example Notification-Mails should be send if a new Note ist created, like a new followup.
Is it possible to change it this way?

[micshi]

Follow-ups, what deos it mean?

Follow-ups is same as reply ticket?

[AlexG]

Yep.

[micshi]

Try to create a event based notifcation.

Admin -> Ticket Settings -> Notifications (event).

[AlexG]

Doesn't Work. I can't find an event which will trigger with a Note or did I miss something?

[troffasky]

I use the Time units to trigger this and made it mandatory [although it's still possible to enter 0 time to avoid this].

[micshi]

When taking a note action for ticket, the agent should select note type, note-interal or note-external. (default is note-internal)
After note action was completed, OTRS will auto create a new article with selected note type.

So you can trigger email notification (Follow-ups) by event (ArticleCreate) and article type (note-internal).

[micshi]

Hi AlexG,

When you take note action, you can select recipients to receive note via email.

Please refer to this post:
viewtopic.php?f=53&t=13970

So I am puzzled why you need handle note like follow-ups?

[AlexG]

Thanks for the help,I will test your solution.

I would like to use the personal preferences of each agent instead of commanding everything with the event-based notifictions.

Edith says: It works! and thanks for the hint with "inform agent", its a nice feature.

[AlexG]

Once again, the problem is still present.

I want to use the user preferences and not the system messages!
To say the agents should mail with Outlook doesn't solve this problem.

[jojo]

Thats not a problem thats a feature request.....

[AlexG]

Ok a feature request...

Will someone who has faced this problem share their solution with me?

[ferrosti]

jojo is talking about opening a feature request at xxx, to have them programming it.

Doesn't Work. I can't find an event which will trigger with a Note or did I miss something?

Try 'ArticleCreate', this should work.

[jojo]

typically the note notifiaction is sent (out of the box) to the owner, to the responisbly and the watchers...

[AlexG]

1. ArticleCreate works for plain notes but will send 2 messages when you have activated Ticket::Frontend::MoveType#NewWindow(Move Ticket incl. Note) and my custom system message when you close a ticket.

Another great help could be, to prevent OTRS from sending two system messages. For example: If Event1 has been triggered, Event2 wouldn't be triggered.


2. Unfortunately owner, responsibly and possible watchers are not enough, because we use OTRS as internal TTS the agents normally don't trigger the follow-up event which is preferred because it uses the user preferences and will (maybe) inform the agents with RW on the queues.

[ferrosti]

Have a look at the 'responsible' feature then and change you working process a little to this direction.

[AlexG]

Atm I use the responsible feature to inform the ticket creater of every step on the ticket.
In which way do you think it may help?

[ferrosti]

Well, the ticket creator could also place a 'watch ticket' instead, while the 'responsible' person is someone, who is responsible for the whole topic, as the name says.