[otrs] new owner don't get the email notification
Patrick.Schiess at vitodata.ch
Tue Aug 12 08:01:09 GMT 2008
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?
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?
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