Send an Article

Summary

This action allows you to send an article via email.

The name of the transition action is ArticleSend

Transition Action Module Configuration

The following list shows the mandatory items.

Key	Example value	Description	Mandatory
SenderType	‘agent’	agent,system,customer	yes
SenderTypeID	1	numerical id of sender type	or SenderType
IsVisibleForCustomer	1	Is article visible for customer?	yes
UserID	123	no, will override the logged in user id	no
From	Some Agent <email@example.com>	must be an email	required if both Cc and Bcc are not present
To	Some Customer A <customer-a@example.com>	must be an email	required if both Cc and Bcc are not present
Cc	Some Customer B <customer-b@example.com>	must be an email	required if both Bcc and To are not present
Bcc	Some Customer C <customer-c@example.com>	must be an email	required if both To and Cc are not present
ReplyTo	Some Customer B <customer-b@example.com>	must be an emails	no, if ‘Reply-To’ is used instead
Subject	an email subject	text	yes
Body	‘the message text’	text	required
InReplyTo	Some Customer B <customer-b@example.com>	text	no
References	Some Customer B <customer-b@example.com>	text	no
Charset	utf-8	only utf-8	yes, or ContentType
MimeType	text/plain	text/plain or text/html	yes, or ContentType
ContentType	text/plain; charset=utf-8		yes, or MimeType and Charset
HistoryType	EmailAgent	Valid ticket history type	yes
HistoryComment	Some HistoryComment	text HistoryComment	yes
NoAgentNotify	0	0 = send 1 = not send	no, default: 1
Queue	Misc	Use sender address from Misc queue.	no
QueueID	1	Use sender address from the queue with ID 1	no
Attachments	‘Attachment 1, Attachment 2, Attachment 3’	Comma separated names from attachments found in the system under Admin -> Attachments	no
AttachmentIDs	15,42,34	Comma separated ID list from attachments found in the system under Admin -> Attachments	no
Template	‘Template 1’	Use template to replace in Body by Tag <OTRS_TA_TEMPLATE>	no
TemplateID	1	Use template id to replace in Body by Tag <OTRS_TA_TEMPLATE>	no
Salutation	‘Salutation 1’	Use salutation to replace in Body by Tag <OTRS_TA_SALUTATION>	no
SalutationID	1	Use salutation id to replace in Body by Tag <OTRS_TA_SALUTATION>	no
Signature	‘Signature 1’	Use signature id to replace in Body by Tag <OTRS_TA_SIGNATURE>	no
SignatureID	1	Use signature id to replace in Body by Tag <OTRS_TA_SIGNATURE>	no
UseTicketHook	0	0 = no ticket hook 1 = with ticket hook	optional, default: 1