Help with Notification(Event)

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BrianYin
OTRS newbie
Posts: 76
Joined: 29 Aug 2012, 10:12
OTRS Version?: 3.1.12

Help with Notification(Event)

Post by BrianYin »

i have a problem: i want to send customer an notification after the phone ticket be created by Agent or customer themselves.
i find that notification can do it .
i create a notification, set the receivers are customer and the trigger is TicketCreate, also i set some conditions, such as : ticket state is open, Article type: web request/phone, Lock
However it didn't work, system didn't response at all, i checked the log only have i created ticket information. Is there anyone can figue this out? Thanks!

Code: Select all

Fri Nov 23 16:22:35 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentDashboard:yinxing)
[Fri Nov 23 16:23:01 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentDashboard:yinxing)
[Fri Nov 23 16:23:05 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=Admin:yinxing)
[Fri Nov 23 16:23:08 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AdminNotificationEvent:yinxing)
[Fri Nov 23 16:23:12 2012][Error][Kernel::Output::HTML::Layout::BuildSelection][2151] Need Data!
[Fri Nov 23 16:23:12 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AdminNotificationEvent;Subaction=Change;ID=3:yinxing)
[Fri Nov 23 16:27:59 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentDashboard:yinxing)
[Fri Nov 23 16:28:06 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketPhone:yinxing)
[Fri Nov 23 16:28:11 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:yinxing)
[Fri Nov 23 16:28:13 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:14 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:14 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:14 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:15 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:15 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:16 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:16 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:16 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:16 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:17 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=:yinxing)
[Fri Nov 23 16:28:18 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentCustomerSearch&Subaction=CustomerInfo:yinxing)
[Fri Nov 23 16:28:19 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:yinxing)
[Fri Nov 23 16:28:20 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 2s taken (URL:Action=AgentCustomerSearch&Subaction=CustomerTickets:yinxing)
[Fri Nov 23 16:28:23 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:yinxing)
[Fri Nov 23 16:28:29 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketPhone&Subaction=AJAXUpdate:yinxing)
[Fri Nov 23 16:28:46 2012][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012112310000243/test autoreply] created (TicketID=1372,Queue=5 鏈嶅姟鍙伴棶棰樹笌寤鸿,Priority=3 浣?State=open)
[Fri Nov 23 16:28:46 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketPhone&Subaction=StoreNew:yinxing)
[Fri Nov 23 16:28:47 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketPhone;Subaction=Created;TicketID=1372:yinxing)
[Fri Nov 23 16:28:51 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom;TicketID=1372:yinxing)
[Fri Nov 23 16:28:52 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketAttachment;Subaction=HTMLView;ArticleID=4179;FileID=1;:yinxing)
[Fri Nov 23 16:28:55 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AgentTicketZoom&Subaction=MarkAsSeen:yinxing)
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx

talu
OTRS newbie
Posts: 5
Joined: 23 Nov 2012, 11:17
OTRS Version?: 3.1.9
Location: Brussels, Belgium

Re: Help with Notification(Event)

Post by talu »

Hi,

May be the auto response function can help you ...
OTRS 3.1.9 sous Windows 2008 avec MySQL
ITSM 3.1.6, FAQ 2.1.3

crythias
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OTRS Version?: 5.0.x
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Re: Help with Notification(Event)

Post by crythias »

By default, the Phone Ticket uses the AutResponse for the Queue.
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BrianYin
OTRS newbie
Posts: 76
Joined: 29 Aug 2012, 10:12
OTRS Version?: 3.1.12

Re: Help with Notification(Event)

Post by BrianYin »

But autoresponse function can not set those conditions like me said earlier.
we want to autoresponse an email to customers when agents first lock the ticket after it is created. i thought autoresponse cann't do it, can it?
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx

crythias
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Re: Help with Notification(Event)

Post by crythias »

BrianYin wrote:an email to customers when agents first lock the ticket after it is created. i thought autoresponse cann't do it, can it?
No, but ... If the ticket is created in Phone or Email, it's automatically locked to the agent assigned to the ticket, so triggering on it being locked is redundant, yet not able to be captured on Ticket Create because it's possible the ticket isn't locked until after creation (locking would be a different event).

It's also not relevant (generally) to the customer that the ticket is locked, unlocked, locked, shared, moved between queues, assigned different status, different priority, changed between owners, etc. It's too much information. In my opinion, Customers need to have actionable information only. The fact that the ticket "has" an owner isn't relevant to the customer until the owner talks to the customer. Until the owner of the ticket addresses the message of the ticket to the customer, the customer need not be involved in the minutiae of how the ticket is handled, because assigning an owner to the ticket isn't necessarily addressing the ticket. The owner still may not necessarily respond to the customer *ever* (because it's a simple fix) or for a long time after the assignment of ownership and the customer may feel like this ticket is in limbo. "Oh, great. I've got a ticket owner assigned. Now what?"
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BrianYin
OTRS newbie
Posts: 76
Joined: 29 Aug 2012, 10:12
OTRS Version?: 3.1.12

Re: Help with Notification(Event)

Post by BrianYin »

crythias wrote:
BrianYin wrote:an email to customers when agents first lock the ticket after it is created. i thought autoresponse cann't do it, can it?
No, but ... If the ticket is created in Phone or Email, it's automatically locked to the agent assigned to the ticket, so triggering on it being locked is redundant, yet not able to be captured on Ticket Create because it's possible the ticket isn't locked until after creation (locking would be a different event).
quote]
we want to tell our customers who is solving their problem, they can connect that agent if they want give/have more information about their problems. that's why we need tickets are locked at first time, also we set the rules who lock the ticket first who close it, so the customers only need to know who contact them first who will be the problem terminator.

you mentioned if the ticket created by customers themself the state wil be new instead of open, when the ticket is locked which means there has agent is solving it

this autoresponse likes the request accepted announcement, especially for the web request.
OTRS Version: 3.1.9
OS: windows 2003
ITSM 3.1.6
MySQL 5.xxx

crythias
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Re: Help with Notification(Event)

Post by crythias »

BrianYin wrote:we want to tell our customers who is solving their problem, they can connect that agent if they want give/have more information about their problems
But the point of OTRS is that this is explicitly not required. First, if the agent creates the ticket, the customer already knows who the agent is because the agent's creation of the ticket tells the customer who the agent is who is handling the ticket.
Second, as soon as the agent communicates (via reply or outbound phone call action within OTRS) to the customer-submitted ticket, the ticket changes from new to open, is locked, and notifies the customer who the agent is that is handling the ticket, all in one action.

Third, there is no need (and it is bad) for the customer to communicate directly with an agent outside of the OTRS system. The customer has an email with a ticket number for the ticket they submit, whether they submit via web or email. All they need to do to "connect to that agent" is simply reply to the response generated. It goes directly to the agent who has the ticket locked, or if unlocked, everyone in the queue who has notifications yes and the queue selected in the agent's preferences "my queues".
BrianYin wrote:especially for the web request.
The queue's autoresponse handles the "Thank you for creating a ticket. An agent will be with you shortly. If you have additional information about your problem, please reply to this ticket or click the link to go directly to the web interface for this ticket."
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