Is it Possible to Send Notification When Note is Applied?

[donmiyagi]

My team and I are constantly updating tickets to include notes about a ticket to include serial numbers and asset tags or general knowledge. For example, I have a ticket for our student worker to configure a Mac for an end-user. When I went to deliver this Mac it had needed a bunch of updates after the student worker had told me all the updates were corrected. I placed a note in the ticket stating that he needs to check and recheck updates on the Mac especially for Office for Mac.

I would like that when I create a note that a notification be sent to the person responsible for the ticket. I've looked in notifications and I don't see an Event that relates to Notes being creating. Has anyone added this functionality or know how to add that functionality?

[donmiyagi]

Well, I have found the addNote in agent notifications in the Admin panel but my agents are not getting emails when I add a note.

[crythias]

Agents will get notifications if:
Agent Preferences notifications Yes AND queues selected in "My Queues"
AND
the ticket is Unlocked
OR
the ticket is locked to that agent owner/responsible.

(For certain, owner, likely responsible.)

[jojo]

have a look in the history. Is the history telling you it was sent?

[irba]

Hi,

I want all my group members to be notified when a new note is added (not only the ticket owner/responsible).
Is there any way to achieve this?

[jojo]

select them in the note

[crythias]

I want all my group members to be notified when a new note is added (not only the ticket owner/responsible).
Is there any way to achieve this?

First, don't hijack old threads.

Second, notes are not for correspondence.

No. There is no practical way to do this within OTRS.
There was a thread in which I participated in the mailing list that addressed this, and now you're the second person to ask about this.

The proper way to do what you want is to create (code) a Ticket Event.

To Create a Ticket Event ...
viewtopic.php?f=60&t=10090

Psuedo code:
Check for ArticleSend
Get the queue for the ticket.
Get the queuegroup
Get the members of the group
Get the message that's being sent
Send to the members of the group