[otrs] agent notification options (2.1.6)

[charles klement]

Hello,

My agents would like to be notified via email in the following
situations...

1. when a ticket is taken out of the queue and locked by an other agent
2. when the ticket they own is "stolen" by another agent.

I've looked through the SysConfig options and the documentation, and I'm
not seeing anything that looks promising.  Has anyone gotten this to
work somehow?  will moving to a more recent version solve this for me?
I'm considering looking at the code and modifying it, but I want to see
if anyone has done this first.

Thanks,

charles

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