How to check if ticket gets response

[tentacle]

Hi,

How could you check if ticket gets response and do something afterwards?

I'm trying to create module for sending SMS messages to agents after new tickets and
responses.

For new tickets I've got it working already.

Thanks!

[crythias]

Followup

[tentacle]

Hi,

I've tried to modify Test.pm.

For new tickets I could run my bash script with:

if ( $Param{Event} eq 'TicketCreate' ) {
#something
}

But what is the event that would trigger followup?

i've tried countless variations of followup, ticketfollowup, etc.

if ( $Param{Event} eq 'FollowUp' ) {
#something for followup
}

Clearly something very obvious but not for me

Thanks for helping!

[KlausNehrer]

You dont need notification via e-mail on followup? You want notify via sms?

[tentacle]

Yes, I'd like to notify agents via SMS instead of email and have suitable bash script
to do it. Just need to integrate it with OTRS.

Email notifications could even be replaced if needed / easier.

[tentacle]

It would be nice if email notifications could just be replaced so that notification settings
would apply for agents.

[crythias]

agent email = phonenumber@cellserviceprovider can work.

[tentacle]

Hi,

We have dedicated SMS box for notifications and it needs to be
used via special script.

[tentacle]

Is there function which sends out all notifications?

I could just run my script instead of it or after/before.

This way notification settings would also apply.

[crythias]

The weirdest thing... it's called ... Kernel/System/Notification.pm

[tentacle]

I just can't see the section of code where it actually sends out notifications though.

[tentacle]

Where should I place my script if I'd like it to run when new tickets are generated
and agents would be normally notified?