[otrs] Notifications

[Nils Breunese (Lemonbit)]

Lars Jørgensen wrote:

> Our Agents are getting swamped in notifications.
>
> When a supervisor assigns a ticket to an agent, they get an  
> Agent::OwnerUpdate. Since the supervisor is required to enter a note  
> on the ticket when assigning ownership of the tickey, the agent also  
> gets an Agent::AddNote notification. Which contains exactly the same  
> info as the Agent::OwnerUpdate since the note is also included there.
>
> I can control some notifications in the Agent preferences, but not  
> all. Is there some way to suppres til Agent::AddNote notification?  
> Ideally I would like both to work but if agents have to receive two  
> near-identical emails when they're assigned a ticket, I will have to  
> do without one of them and that would be the Agent::AddNote.

I'd disable the other one, as there could be other types of notes  
added to a ticket and the owner would not receive a notification. Of  
course, that could be the way you want it to be.

Nils Breunese.