[dev] Fwd: Re: [otrs] agent to receive notification when new ticket in his quqe

I can not answer to the question, so I am sorry that I have to bother dev list.

Date: Tue, 13 May 2003 16:51:17 -0700 To: otrs@otrs.org From: Alex Zheng Subject: Re: [otrs] agent to receive notification when new ticket in his quqe

I browsed through the archives, and still can not get the answer to this (maybe dumb?) question.

I am using otrs-1.1.1-01 on Suse Linux 8.0. (installed using YaST). I would like agent to get notification when a new ticket(created via email or web interface).

following is my settings:

0. queue 'myqueue' created with group='myqueuegrp' agent 'myagent' belong to group 'myqueuegrp', with 'new ticket notification' set to 'yes' under: user-> new ticket notification

1. customer 'mycustomer' creates a ticket by sending an email to 'myqueue@mydomain.com'.

2. 'myqueue@mydomain.com' is a POP account linked to queue 'myqueue'. with 'dispatching by selected queue checked' and queue='myquque'

3. customer 'mycustomer' can get the 'ticket created' message with no problem, and assigned a ticket number.

Using the following url,

http://localhost/otrs/index.pl?Action=AgentPreferences

under agent interface, 'new ticket notification' already set to 'yes'.

However, 'myagent' did not get any notification . Though, 'myagent' can see the new ticket under Queue View->My Queue. And also, if someone moves a ticket from other queue to 'myqueue', 'myagent' is able to get notification via email.

The problem here is that I want 'myagent' to get notification the first time when this ticket gets created. Attached is my Config.pm file. I can give you guys access to my box if that deems necessary.

Any suggestion here? Or, is this an old question which already had an answer?

At 03:16 PM 5/13/2003 -0700, Alex Zheng wrote:

...

I want agent to be notified when there is a new ticket in his queque:

Attached is my Config.pm file:

Thanks.