[otrs] Agent - Owner Notification

[kobus at barnard.za.org]

To put it in other words, what I'm really asking is how can notification
options be forced on owner change in order to send notification to the new
owner when normal notifications are switched off.


> 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
>
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