Agent Notifications

[AmanWalia]

Dear Support

We are using OTRS helpdesk in our organization to provide effective support to the users from the IT department. In that regard there is one requirement given by user as per which they want a "Complete Ticket log details in the notification send via e-mail to the customers and Agents" at present the default functionality of the system is that it send the latest customer and agent comments. Pls help me on this as this requirement came from management people.

Regards
Aman Walia

[crythias]

Customers won't get agent side information, but they're welcome to visit your website and print their ticket.
If you must, you can print and forward the pdf of the agent side, but I'd recommend not doing that as agent information is intended to be hidden from the customer.

There's no general way to use the web interface to send (push) the requested information. You can check out otrs/bin/otrs.GetTicketThread.pl as an option to include in a batch file.

[AmanWalia]

Hi Crythias

Thanks for the reply.

Actually the matter is that we are sending a alert to a different agent whenever a ticket in a specific queue get generated or updated. Now the updation can be from either side agent or customer. So we are looking for a way such as whenever we a notification or alert is send to that person we can incorporate the all the history of ticket in it skipping the internal notes.

Pls help in that regards

Rgrds

[crythias]

In that regard there is one requirement given by user as per which they want a "Complete Ticket log details in the notification send via e-mail to the customers and Agents"

we are looking for a way such as whenever we a notification or alert is send to that person we can incorporate the all the history of ticket in it skipping the internal notes.

Somehow, these seem to be different requests. Thanks for the clarification.

ok... You can't. Someone can be a watcher or responsible on the ticket, though.

[AmanWalia]

Thanks for the support Crythias.

rgrds