New/Close Ticket - send mail to custom recipient

[maayanay]

Hi,

When CSR open/close a ticket i would like the end user to receive an SMS with the ticket number and status.

I have a system the doing translate from mail to SMS what i need is a way to configure that when ticket is open/closed send mail to dynamicfieldvalue@mydomain.com with subject/body text.

'dynamicfieldvalue' will be the end user Phone Number.

Thanks.

[reneeb]

Write your own event module that listens for ArticleCreate and TicketStateUpdate events and send the mail... If you have OTRS development experience, this should be not too difficult...

[crythias]

or just use standard notification events ...

[reneeb]

@crythias Standard notification system can't send an email to an address that is defined in a dynamic field or did I miss something?

[crythias]

@crythias Standard notification system can't send an email to an address that is defined in a dynamic field or did I miss something?

it can't. I misread that there's an additional consideration.

[maayanay]

or just use standard notification events ...

you are the man!

[reneeb]

Can you show us how you configured the notifications? How did you set the recipient address?

[maayanay]

Can you show us how you configured the notifications? How did you set the recipient address?

well it didn't worked. i just set a notification and i statically i enter the mail address at the "recipient email address" field and it worked and i thought that it will work also if i enter TAGs in this fieled but it is not working.

I didn't notice your post that mail address field doesn't accept dynamicfield tags...

any idea? i don't have any developing skills

[crythias]

how often is this going to vary from customer, agent, customer to customer, etc.?

[maayanay]

how often is this going to vary from customer, agent, customer to customer, etc.?

Didn't understand. it is actually not an agent or customer but an End User.

CSR open ticket for an end user and mention in the ticket his phone number at a dynamic field.
Than i want to send SMS to the end user that a ticket was opened and for that i need to send MAIL to PHONENUMBERDYNAMICFIELD@mydomain.com. When agent close the ticket same will happen to notify the end user the ticket is closed.

end user don't have access to OTRS system in anyway.

[crythias]

Yes, you'll need to create a ticket event.
viewtopic.php?f=60&t=10090

(It's a bit old, but you can also pull DynamicField_myField).

[maayanay]

Yes, you'll need to create a ticket event.
viewtopic.php?f=60&t=10090

(It's a bit old, but you can also pull DynamicField_myField).

well, i understand nothing in developing and in pearl so i guess SMS option is a no for me.
why the mail address field doesn't support TAG's? it is something that cannot be done or just no one asked for it?

[crythias]

why the mail address field doesn't support TAG's? it is something that cannot be done or just no one asked for it?

probably the latter. The need for your specific case has a universe of you at the moment.

[maayanay]

why the mail address field doesn't support TAG's? it is something that cannot be done or just no one asked for it?

probably the latter. The need for your specific case has a universe of you at the moment.

universe of me? i didn't understand.
and my case is not that specific... because once you open it for TAG's the sky is the limit, people can think on whatever they want and they can do (is not only for my SMS case)

[jojo]

if you need such a functionality we would be happy to develop it for you.

[maayanay]

if you need such a functionality we would be happy to develop it for you.

yes i need. can you send me price offer to my email?

[jojo]

please send a mail to sales@otrs.com