notification for customers

[ArielRauch]

Hi,
I would like to have some of my customers informed about some of the events (new, follow up, etc).
I have several customers (companies - customerids) and do not see any possibility to use the notification events.
I thought using the auto response for queues but for tickets opened by nagios (I am assigning the customer_id ) I do not know how to handle it.

I am thankful for any hint.

Thanks

Ariel

[crythias]

Please describe a process that you would like to have an event send a notification, and to whom?

A customer *generally* won't get a Notification (Event) because he's supposedly the one who triggered the event (not always, but on new tickets, generally).

Autoresponse would work, but only for the customer that sends the ticket. If nagios sends from the customer's email address, or ....http://wiki.otrs.org/index.php?title=St ... r_customer one of the customer's email addresses, perhaps? the main customer should (?) get an autoresponse if the queue has an autoresponder. This is a one-to-one basis, though. That is, nagios, for example, will only generate for one customer.

[ArielRauch]

this is exactly my problem!!!
Above of 90% of my tickets are opened by Nagios.
What I thought was the following:
1. I might define for every customerid a customer named <customerid_notify>. This customer should match a distribution group of this specific customerid (company).
2. The Nagios filter will care of automatically assign this name to customer_user_id.
3. The auto-responses will then send all its messages to this distribution group.

Now I am left with one additional problem:
I am "marking" mails that should be sent by sms with a specific sign in the subject. As to my knowledge I cannot force to send more than one mail per event in regards to the auto-response.

Any ideas?

Thanks

Ariel

[crythias]

Create a customer for nagios that has a distribution list for an address.

Since nagios's subject can include the marking sign, that should help:

nagios sends from distributionlistemailaddress to otrs

otrs auto-responds to the distributionlistemailaddress, which in turn goes to everyone.

[ArielRauch]

Yes, exactly this was my idea. Nevertheless, I am still left with the issue that if I want a customer to receive mail and sms I cannot define on the same event (e.g. ticket create) two responses.

Thanks

Ariel

[crythias]

If your customer's cell phone has an email to sms gateway use the cell service provider's phonenumber@serviceprovider.com as one of the email addresses.

[ArielRauch]

now it is getting hot:)
How can I specify more than one email address?

BTW, we developed a small smtp gateway which stores and forward mails or send them by sms according to some "signs" in the mail.

Thanks

Ariel

[crythias]

like I said before, more than one email address is in a distribution list email address.


in linux, it would be a list in .forward.
in Exchange, it would be literally called a distribution list. Any emails that don't belong in the domain can be added via "Contacts", which then can be applied as members of the DL. the dl has its own email address.


nagios's email address would be send from: lotsofpeoplelist@domain.com and sends to otrs.
otrs has a customer with an email address of lotsofpeoplelist@domain.com and auto-replies which sends to everyone on the dl.

the dl has several emails including phonenumber@serviceprovider.com

What am I missing?

[ArielRauch]

Sorry for my ignorance:
What is dl?

[jojo]

Sorry for my ignorance:
What is dl?

in Exchange, it would be literally called a distribution list.