Process ticket – sending email in proces ticket

[223roni256]

Hello I created my own process is working but I need to send email to customers in proces at some of process stage. In my Activiy Dialogs I found Add Article but It’s only allow me to add note ticket.
In documentation I find this:

Code: Select all

$Self->{'Process::TransitionAction'} = {
    'TA1' => {
        Name   => 'Article Create Note Internal',
        Module => 'Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate',
        Config => {
            ArticleType      => 'note-internal',                                        # note-external|phone|fax|sms|...
                                                                                        #   excluding any email type
            SenderType       => 'agent',                                                # agent|system|customer
            ContentType      => 'text/plain; charset=ISO-8859-15',                      # or optional Charset & MimeType
            Subject          => 'some short description',                               # required
            Body             => 'the message text',                                     # required
            HistoryType      => 'OwnerUpdate',                                          # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|...
            HistoryComment   => 'Some free text!',
            From             => 'Some Agent <email@example.com>',                       # not required but useful
            To               => 'Some Customer A <customer-a@example.com>',             # not required but useful
            Cc               => 'Some Customer B <customer-b@example.com>',             # not required but useful
            ReplyTo          => 'Some Customer B <customer-b@example.com>',             # not required
            InReplyTo        => '<asdasdasd.12@example.com>',                           # not required but useful
            References       => '<asdasdasd.1@example.com> <asdasdasd.12@example.com>', # not required but useful
            NoAgentNotify    => 0,                                                      # if you don't want to send agent notifications
            AutoResponseType => 'auto reply',                                           # auto reject|auto follow up|auto reply/new ticket|auto remove

            ForceNotificationToUserID   => [ 1, 43, 56 ],                               # if you want to force somebody
            ExcludeNotificationToUserID => [ 43, 56 ],
                 # if you want full exclude somebody from notfications,
                 # will also be removed in To: line of article,
                 # higher prio as ForceNotificationToUserID
            ExcludeMuteNotificationToUserID => [ 43, 56 ],
                 # the same as ExcludeNotificationToUserID but only the
                 # sending gets muted, agent will still shown in To:
                 # line of article
        },
    },

I don't understand all elements of process Activy,Activy Dialogs.Transistion I configure with gui Process Management. Where I write this to work ? at Config.pm in the same place I have ACL.

Could you exaplain me where configure this ?

Thanks for help.
Ragards.

OTRS 3.3.3 on ubuntu 12.04 LTS

[crythias]

From the docs:
Process

A Process models the path of a workflow/process. The waypoints on this path can be Activities or Tranistions, we'll talk about these later.
Process configuration
The Process configuration can be done in the file Kernel/Config.pm but it is strongly recommended to create new files like Kernel/Config/Files/MyProcess.pm.