[otrs] Agent - Owner Notification

[kobus at barnard.za.org]

Hi list

I've searched the archives and although this seems like a fairly common
issue I was unable to find any answers.

We're running OTRS v. 2.1.2, the OTRS interface provides notification
options for 'New ticket', 'Follow up', 'Ticket lock timeout' and 'Move
notification' in user preferences.

In our scenario we have teams, each team has a 'Team Leader' and the team
is assigned to a queue. When a ticket arrives in a queue the Team Leader
receives a notification by means of the standard notification options
provided (new ticket notification or move ticket notification) which is
working fine, we don't want to notify the whole team every time a new
ticket arrives so only the team leader gets notified.

The problem is that when the team leader makes someone else in the queue
the owner of a ticket, the new owner should be notified. The standard
notification options does not allow this, either you receive a
notification along with the team leader or you don't receive any
notification at all, not even when you're assigned ownership.

Is there a config option for doing this?

On http://dev.otrs.org/1.3/Kernel/System/Ticket.html I read about:
"OwnerSet()
    to set the ticket owner (notification to the new owner will be sent)

      $TicketObject->OwnerSet(
          TicketID => 123,
          NewUserID => 555,
          UserID => 213,
      );"

But I'm not sure how to put this to use.

Any help will be very much appreciated.

Thank you
Kobus