Agent Notifications Notes

[Dethas]

Hello,
i can't find any way to enable Agent Notifications to show in ticket view just like customer Notifications.
Is there a way to make Agent Notification show as a note in ticket view?

[Dethas]

Hello,
i still can't find any solution to that problem, i need that agent notification to be saved in Ticket just like cutomer notifications.
I can't find any system config options to solve that problem.

Best regards,
Patric

[RStraub]

What do you need it for? Notifications as default only send an email.

If you want to create an article on specific events, you could use a generic agent.

[Dethas]

Yes, notifications are send as an email, and this is what i need, but there's another thing.
When a notification is send to a customer it also create a note about it in your ticket(with subject and body), i want to create a note about agent notification aswell. I need it for my company internal purposes. We want to have a complete history of what was happening in the process, when state was changed, when someone was informed about something etc.

[RStraub]

But you DO have that information under the history button?

[Dethas]

I do have, ofcourse, but this information is not what i need. History is just a log, i need full info about every step done by agents, history log does not give you email subject and body, and i don't want to look at history where you have thing's like dynamic field set, note added etc. I need only information about thing that has been done with subject of the process, not what was done behind it, like seting the dynamic field. This funcionality is already in OTRS, but only when a notification is send to a customer. I need it for agents too.

[Dethas]

Hey,
refreshing does anyone know how to solve this problem? I realy need to know how to achieve that funcionality!
Please help!

Reagards,
Patric

[wurzel]

Hi,

Here are volunteers, asking over and over again does not really help.

If you need this function, develop it on your own, or pay for development.


OTRS Business Solution provides a Web View for notes

Or you could have a look in the Ticket Notification area to get your notes.

Regards
Florian

[Dethas]

Hello,
thanks for your answer,
i'm part of a company, i haven't got any way to create a code for that, and my company don't want to buy Business solution, that's why i'm looking for other solutions.
I thought that somewhere in OTRS there is option for that because Customer Notifications works like a charm, but those agent notification are not, email is send but it's not stored in ticket just like customer notification email. That's why i'm asking, because i think that there's option somewhere in the system, if there's no option like that, then i will try to find other way, or just stick to customer notifications.

[wurzel]

Hi,

thanks for your answer,
i'm part of a company, i haven't got any way to create a code for that, and my company don't want to buy Business solution, that's why i'm looking for other solutions.

You should search arguments for money + professional help to discuss, in your company.

I thought that somewhere in OTRS there is option for that because Customer Notifications works like a charm, but those agent notification are not, email is send but it's not stored in ticket just like customer notification email. That's why i'm asking, because i think that there's option somewhere in the system, if there's no option like that, then i will try to find other way, or just stick to customer notifications.

It is. Ticket notifications.

Florian

[Dethas]

Hi! Thanks for your answer, hope is restored!
Ticket Notifications, where? I'm serching this problem for 2 days. Only customer notifications store email in ticket view as an article(System – email-notification-ext). Where i can set agent notifications to store email as an article in ticket?

Best regards,
Patric

[wurzel]

Hi,

oh sorry, Generic Agent can create a note.


Florian