Send an Article#

Summary#

This action allows you to send an article via email.

The name of the transition action is ArticleSend

Example transition action

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