On Wednesday 04 January 2006 10:36, Marc Grimme wrote:
Hello, I'm using otrs 2.0.4 and have a question about notification of new tickets. When I create a new ticket via Email and PostMasterPop3 fetches it, every agent who is in the group of the queue the Email-Address points to gets a notification. But when a customer creates a new ticket nobody gets notified. Sorry I meant a customer creates a ticket via the webinterface and customer.pl.
I had a look in the code and found out that $self->{GroupObject} is the reason for that behaviour. When a Customer creates a ticket $self->{GroupObject} is an instance of Kernel::System::CustomerGroup and when PostMaster creates a ticket it is an instance of Kernel::System::Group (in Kernel::System::Ticket.pm). As far as I understand it the ticket tries to send notifications to all members of the group of the queue and gets the agent/user objects from the context of $self->{GroupObject}. Now if that is a Kernel::System::CustomerGroup no agent/user will be found and no notification will be issued. But I cannot understand why agents will be notified when a customer creates a ticket via web and all agents will be notified otherwise. Or is this designed by concept and I just got something wrong or can I change that behaviour?
Thanks for you help. Regards Marc.
-- Gruss / Regards, Marc Grimme Phone: +49-89 121 409-54 http://www.atix.de/ ** ATIX - Ges. fuer Informationstechnologie und Consulting mbH Einsteinstr. 10 - 85716 Unterschleissheim - Germany