-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Henti,
...you could write a TicketEvent-Handler which does this. There might be some side effects e.g. agents may get more notifications if the subscribed to this queue ("My Queues") and have the "Follow up notification" enabled.
outside of adding code to the base system I'm assuming there is no way to handle this kind of situation ?
...you could add each queue to each agents "My Queues" and activated the "Follow Up Notification". But this (1) is some sort of "signing up" and (2) will inform the agents only if there are new follow-up-mails to a ticket. I understood that you also want to let the agents know about phone calls or notes. So _AFAIK_ there is no way besides adding some code. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH2Ba/vXo8m5PgoXQRAmpOAJ9QiGGeFI52L2SKvUJgk7UdpU5VmQCfdNIH DpyZccqAJI1hccUUMypbINk= =6B1u -----END PGP SIGNATURE-----