OTRS 6.0.10 - TicketArticleCreate doesn't work

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guillermoceballos
Znuny newbie
Posts: 9
Joined: 19 Oct 2018, 13:34
Znuny Version: OTRS 6.0.10

OTRS 6.0.10 - TicketArticleCreate doesn't work

Post by guillermoceballos »

The functionality does not work, although I have introduced the configuration parameters as shown in the documentation

TransitionAction-4d8d669b1ddaa0cadd0f1931a9dde45e:
ChangeTime: 2018-10-19 11:32:21
Config:
Config:
Body: 'predicado'
IsVisibleForCustomer: 1
SenderType: 'agent'
Subject: 'asunto'
To: 'gceballo1959@hotmail.com'
Module: Kernel::System::ProcessManagement::TransitionAction::TicketArticleCreate
CreateTime: 2018-10-19 09:35:03
EntityID: TransitionAction-4d8d669b1ddaa0cadd0f1931a9dde45e
ID: '25'
Name: Send customer notification

I need to create note or some else and send notification to customer through transition action some process

Best regards

Guillermo.
root
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Re: OTRS 6.0.10 - TicketArticleCreate doesn't work

Post by root »

Hi,

TicketArticleCreate does not send an article, just create it. You need to use a TicketNotification to send an email to the custome.

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guillermoceballos
Znuny newbie
Posts: 9
Joined: 19 Oct 2018, 13:34
Znuny Version: OTRS 6.0.10

Re: OTRS 6.0.10 - TicketArticleCreate doesn't work

Post by guillermoceballos »

Article was not generated neither
christianclavet
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Real Name: Christian Clavet
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Re: OTRS 6.0.10 - TicketArticleCreate doesn't work

Post by christianclavet »

Hi. I was able to create new notes in a process ticket (OTRS 6.06, now on 6.0.12). But you need to add lots of parameters.

Ticket Transition Action:
Transition Action Module: TicketArticleCreate

KEY - VALUE

Code: Select all

ArticleType = note-internal
Body = Text in your message body
ContentType = text/plain; charset=utf8
HistoryComment = New note added here
HistoryType = AddNote
IsVisibleForCustomer = 0 (if you don't want to have the note visible in the customer portal)
SenderType = agent
Subject = Title of your note
Using this transition action, I was able to create a new note in the process ticket.
PS: When trying it, check the system log. It revealed me all the parameters I was missing. If you are missing a single one, the article is not created and you will see the reason in the log.

For the notification you need to have set (or checked) that you have a notification that will send a email when a new article|note is created.
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OTRS Community 6.0.11
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guillermoceballos
Znuny newbie
Posts: 9
Joined: 19 Oct 2018, 13:34
Znuny Version: OTRS 6.0.10

Re: OTRS 6.0.10 - TicketArticleCreate doesn't work

Post by guillermoceballos »

Thank you error fixed :?
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