Great! :-)
-----Original Message-----
From: Martin Edenhofer [mailto:[EMAIL PROTECTED]
Sent: Monday, March 24, 2003 11:04 AM
To: [EMAIL PROTECTED]
Subject: Re: [otrs] Feature Requests
Hi Jake,
On Mon, Mar 24, 2003 at 10:36:53AM -0500, Covert, Jake wrote:
> Yes, this is what I meant. Sorry for the confusion:
> ====================
> Auto-notification-email to the
> customer (with the phone number of the new agent) if the owner/agent of
the
> ticket has changed?
> ====================
Fine! This works with the current cvs version. Let me see if this is
what you want.
1) Enable customer ticket-owner notifications -=> AdminArea -=> Queue -=>
(select your queue for customer ticket-owner notifications, maybe each
queue)
-=> Set 'Customer Owner Notify' to 'Yes'.
2) Add a new agent preferences item (the phone number) to Kernel/Config.pm
[...]
$Self->{PreferencesGroups}->{Phone} = {
Colum => 'Other Options',
Label => 'Phone',
Type => 'Generic',
Desc => 'Agent phone number.',
Data => '$Env{"UserPhone"}',
PrefKey => 'UserPhone',
Activ => 1,
};
[...]
and add this option to the used options by adding the following to
Kernel/Config.pm
[...]
$Self->{PreferencesView} = {
'Mail Management' => [
'NewTicketNotify', 'FollowUpNotify', 'LockTimeoutNotify',
'MoveNotify',
],
Frontend => [
'Language', 'Charset', 'Theme', 'RefreshTime', 'QueueView',
],
'Other Options' => [
'Password', 'CustomQueue', 'SpellDict', 'Phone',
],
};
[...]
-=> The agent is able to set/change the own phone number via the agent
Preferences.
3) Modify the 'customer new-ticket-owner notifications' by adding the
following
to Kernel/Config.pm
[...]
$Self->{CustomerNotificationBodyOwnerUpdate} = "
*** THIS IS JUST A NOTE ***
The owner of your ticket '<OTRS_TICKET_NUMBER>' has been changed to
'<OTRS_CUSTOMER_UserFirstname> <OTRS_CUSTOMER_UserLastname>'.
The phone number is: <OTRS_CUSTOMER_UserPhone>
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome
r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_ID>
Your OTRS Notification Master
*** THIS IS JUST A NOTE ***
";
[...]
That's all. The sender will get a notification with the phone number of the
new
agent on each ticket owner update.
> Jake
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
"There are two major products that come out of Berkeley: LSD and Unix.
We don't believe this to be a coincidence." -- Jeremy S. Anderson
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