I have edited GenricInterface TicketSearch Operation

[eandrex]

Hi, i just finished editing Ticket Search Operation in order to add a new argument (ArticleTypeIDs)

i added it because i just built a webservice to send a notification to my customers when an Agent replies to their Tickets.

so in the soap request, i send also this:

<ArticleTypeIDs>1</ArticleTypeIDs> # email-external
<ArticleTypeIDs>10</ArticleTypeIDs> # note-external

in order to get it working, i had to edit next files:

Kernel / GenericInterface / Operation / Ticket / TicketSearch.pm
Kernel / System / TicketSearch.pm
Kernel / System / Ticket / ArticleSearchIndex / RuntimeDB.pm, StaticDB.pm

and so far, it is working like a charm

however, im wondering if i didnt break something in the system and i would like to know if i have to edit something else

OTRS Framework: 3.3.5

i appreciate any help. Thank you.

[crythias]

just built a webservice to send a notification to my customers when an Agent replies to their Tickets.

You know there's a feature built in to OTRS that sends a notification to customers as an Agent replies to their ticket?

[eandrex]

Hi, crythias. Thank you for your response.

I assume you are talking about Notifications(Events), right? if so, yeah, i have played around with it, and i use it mostly to send emails of the Agent's reply. however, it is not enought to my boss(Customers do not check email so often), so he asked me to code an App which should display a Popup in Customer's Desktop listing the tickets with at least a reply. I did so, and whenever the Agent replies, the Customer will know it "instantly"(the App synchronizes from 7 to 10 minutes with OTRS Server).

I had to edit default OTRS GenericInterface due that it wont let me filter by type of Article(note-external, note-internal, webrequest, and so on)..and also i dont want the App to display that popup whenever an Agent set the ticket's priority/sla/criticality(note-internal)

[crythias]

I assume you are talking about Notifications(Events), right?

No, I'm talking about using the reply/Response feature ... That's what it's for. Send an email.

Customers do not check email so often), so he asked me to code an App which should display a Popup in Customer's Desktop listing the tickets with at least a reply. I did so, and whenever the Agent replies, the Customer will know it "instantly"(the App synchronizes from 7 to 10 minutes with OTRS Server).

ack. You mean you're pestering your customers? ouch. ok. You know, you could just monitor the user's email instead ...

[eandrex]

No, I'm talking about using the reply/Response feature ... That's what it's for. Send an email.

Off-topic: by reply/response feature you mean going to note->note-external ? becase thats what we use here(W

ack. You mean you're pestering your customers? ouch. ok. You know, you could just monitor the user's email instead ...

yeh, i said to do so, but boss wanted the App

[crythias]

by reply/response feature you mean going to note->note-external ? becase thats what we use here(W

No, I mean, if you want an agent to communicate with the customer, do not use notes. You use Reply.

[eandrex]

hi crythias. Im sorry if i am being annoying.

but could you point me to the right way? because the only "reply" we see is a selectbox, which has responses which were created in the Admin(We can edit the text before sending tho)..we dont see a "reply" button itself.. i even tried the otrs demo and couldnt see it too.. is there something i have to enable in sysconfig?
'
or we are talking about the selectbox "reply"?


thank you.

[schulmann]

or we are talking about the selectbox "reply"?

crythias is talking about the selectbox "reply".

[crythias]

Btw, that's already a specific article type on new article create (select box reply) which indeed could be monitored for anyway.

[eandrex]

Hi, thank you guys for the replies. Now i have to give it a good use <3