[otrs] new owner don't get the email notification

[Patrick Schiess]

thanks for your reply.

it doesn't depend whether the ticket is locked or not. OTRS always sends the notifications to the original owner of the ticket. so if the agent A was the first owner of the ticket, he always will get all the notifications even though the ownership is already delegated to agent B.

any ideas? is there somehow a miss configuration or what could be the reason of that behavior?

thanks.

regards,
patrick.

-----Ursprüngliche Nachricht-----
Von: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] Im Auftrag von Nils Breunese (Lemonbit)
Gesendet: Dienstag, 12. August 2008 09:50
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] new owner don't get the email notification

Patrick Schiess wrote:

> we have the problem that, when e.g. owner A of ticket# 2000
> transmits the ownership of his ticket# 2000 to owner B, then the new
> owner never gets the email notification if the customer replies on
> that ticket... instead of that, the email notification is still sent
> to the original owner, the first one who owned the ticket.
>
> is this a configuration issue or what exactly is the thought behind
> this behaviour?

I don't think there is a thought behind this behaviour as it doesn't
sound like expected behaviour. Does the ticket really appears in agent
B's locked tickets while notifications still go to agent A?

Nils Breunese.
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support or consulting for your OTRS system?
=> http://www.otrs.com/