[otrs] How to change text in customer ticket update notification?

[paul gore]

Hello,
I run otrs 2.4.7 under centos and I use external mysql backend for customers.
I am wondering how do I change notification which a customer gets via
e-mail when an agent updates his ticket? Currently full text of update
gets sent to a customer and I want to limit that to may be 50
characters.
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[paul gore]

I did try to look at notification events, but I do not see any related to a customer, only agents. Is it a bug?
Anybody?

[Bryan Baldwin]

On 07/24/2010 09:52 AM, paul gore wrote:
> I did try to look at notification events, but I do not see any related
> to a customer, only agents. Is it a bug?

Notification Events is not the correct place. Look for the notification
text in the Notifications section of the Admin control panel. Scroll
through the items listed under "Change". Notification text has one entry
for each language, so ensure you edit the text for every language you've
assigned to your customers.

Bryan

[Isaac Gonzalez]

Hello my upgrade from otrs 2.3.5 to 2.4.7 went super smooth and am quite
pleased with new features. I was running faq 1.4.96 with 2.3.5 and it
was working. Obviously 2.4.7 requires faq 1.6.x as stated here
http://ftp.otrs.org/pub/otrs/packages/otrs.xml

However, when I go to upgrade the faq , it blows away the css and the
system log is looking for a css.dtl file that the 2.4.7 did not
create...everything looks not too attractive on the admin side of
things(not just faq....all admin screens!)

Here is an system log when I try to upgrade faq:(the db errors I can
probably just ignore since it cannot create duplicate items that exist,
but the read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl:
No such file or directory errors are the ones I need to fix).

Time Priority Facility Message
Fri Jul 23 19:02:13 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 19:02:08 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 19:00:44 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 19:00:37 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 19:00:33 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 18:53:48 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 18:53:45 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 18:53:40 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 18:52:13 2010 error OTRS-CGI-10 Can't read
/opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file
or directory
Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Duplicate column name
'inlineattachment', SQL: 'ALTER TABLE faq_attachment ADD
inlineattachment SMALLINT NULL'
Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Duplicate column name
'approved', SQL: 'ALTER TABLE faq_item ADD approved SMALLINT NULL'
Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Table 'faq_log' already
exists, SQL: 'CREATE TABLE faq_log (
Fri Jul 23 18:51:59 2010 error OTRS-CGI-10 Can't remove file
/opt/otrs/Kernel/Modules/PictureUpload.pm, because it a framework file
and no other one exists!
Fri Jul 23 18:51:58 2010 notice OTRS-CGI-10 No such package FAQ-1.6.1!
Fri Jul 23 18:51:33 2010 error OTRS-CGI-10 FAQ-1.4.96:
/opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different!
Fri Jul 23 18:51:33 2010 error OTRS-CGI-10 FAQ-1.4.96:
/opt/otrs/Kernel/Modules/PictureUpload.pm is different!

Fri Jul 23 17:59:18 2010 error OTRS-CGI-10 FAQ-1.4.96:
/opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different!
Fri Jul 23 17:59:18 2010 error OTRS-CGI-10 FAQ-1.4.96:
/opt/otrs/Kernel/Modules/PictureUpload.pm is different!
Fri Jul 23 17:58:52 2010 error OTRS-CGI-10 FAQ-1.4.96:
/opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different!
Fri Jul 23 17:58:52 2010 error OTRS-CGI-10 FAQ-1.4.96:
/opt/otrs/Kernel/Modules/PictureUpload.pm is different!

Any one care to shed some light on this...and assist?

Thanks much,
Isaac

[Isaac Gonzalez]

Holy crap, once again, I solved my own problem. For some reason all the
faq installers from 1.6.x overwrote an older version of
/Kernel/Output/Standard/Header.dtl

Restoring from the custombackup it created fixed it(could have also
copied from source)....it also overwrote
/Kernel/Modules/PictureUpload.pm but I believe it's a newer version
needed.

Not sure why it did that but I think I'm all good now.

-Isaac

[paul gore]

Yes, I meant notifications section. My problem is I do not see any
customer related notifications available there, only agents.
I have seen similar problem reported here with no reply. So is it a
bug? Can it be fixed?

[Bryan Baldwin]

On 07/24/2010 11:07 PM, paul gore wrote:
> Yes, I meant notifications section. My problem is I do not see any
> customer related notifications available there, only agents.
> I have seen similar problem reported here with no reply. So is it a
> bug? Can it be fixed?

Its not a bug of which I am aware. The notifications are store in your
database backend under the table "notifications". If you specified an
OTRS specific table name prefix, it will be "${prefix}notifications".

For example:

If you made "otrs_" your prefix, the notifications table will be called
"otrs_notifications".

Make an SQL query to ensure the notifications are in that table. The
field "notification_type" will show you the name of each notification.

For example:

The record with notification_type "Agent::NewTicket" will contain all
the data for notifying Agents about new tickets.

When you first installed OTRS, if you used the web installer, it will
have run several sql statements stored as files to set up the database.
If you installed manually, you would have run the sql statements
yourself. The statement files should be in your otrs directory in
scripts/database. The statement file that inserts the notifications data
(and possibly lots of other stuff, too) should be called
otrs_initial-insert.sql.

Don't just blindly re-insert all that data, either. Don't assume I know
what I'm talking about. Have a good look into the contents of the file.
You may only need to pick out a couple sql inserts to put back the
default notification in the language(s) you want. Good luck! (-:

[Louis Becker]

Hi Paul

Can you be a bit more specific about which "update" you are talking.
When is this message sent to the customer?

I have been able to generate customer notification using the
"Notification (Event)" event module. I am currently sending the customer
an e-mail when his ticket get moved into another queue, and external
note is added or his ticket is closed. I would be able to help you with
those.

Louis

> -----Original Message-----
> From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf
Of
> paul gore
> Sent: 24 July 2010 12:07
> To: User questions and discussions about OTRS.

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