reply to ticket and auto cc or bcc to manager

[alfl]

Hello,

I have an question

I am an service provider with many customers and clients. Some customers wants to have an cc when calls are created from people working for them.
Is it possible to automate this with otrs ?

So when a employee of an customer creates an ticket the manager or owner of the customer gets an automated cc or bcc of the same ticket and also on the answers given ?

[alfl]

Anyone ???

[troffasky]

Yes. I have a similar requirement - a few CustomerIDs where CustomerID::Boss wants to know every time one of their users raises an issue with us. I expect that this is a fairly common requirement among service organisations.

I have looked at ACLs and GenericAgents but neither quite seems to have the necessary parameters.

ACLs:

I would like to make it PossibleNot for an agent to create a ticket for CustomerID unless CC: contains a given email address . There is no CC parameter test for ACLs [at least none listed in section 18.6 of the manual, which claims to be a list of all possible], so that one's out. Also, this wouldn't handle tickets raised by customers via email.

GenericAgent:

If ACLs can't do it, then a GenericAgent that comes along afterwards and forwards a copy of the ticket creation email would be acceptable. I can filter on CustomerID, but
a) How do I do a negative check for the presence of CustomerID::Boss's email in the CC: field?
b) there's no option to add them as a CC: or just forward a copy of the ticket creation email - perhaps a Custom Module would do this?
c) If there's no way to amend the CC: field on a ticket after it's created, how do I stop the GenericAgent sending a copy every time it runs, rather than just the first time it finds a ticket that matches?

[troffasky]

I am having a go at using event-based notifications to do this, with the key event being TicketCreate. Should be workable where you only have a few customers that need this functionality [as each one needs their own notification].

For scalability, an 'AlwaysCConCreation', 'AlwaysCC' or similar parameter per-company [or even per-customer] would be useful.

[alfl]

Thanks for the response and i will take a look at the given options..
Maybe an mod of some sort will be helpfull, but nice to know that i am not alone on this.

[alfl]

I added an idea about his on ideascale.. link: https://otrsteam.ideascale.com/a/dtd/re ... ubmitted=1
If anyone else finds this usefull please like it.