[otrs] Agent - Owner Notification

[kobus at barnard.za.org]

Never mind, this was my own stupidity.
OTRS does this automatically. If you assign yourself the owner 'as I did
while testing' it will not send notifications.

Thanks anyway.


> 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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>>
>
>
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>