Yes, I guess I should have mentioned that. Move notifications are turned on for every agent. My guess is that there is some setting that stops notifications from being sent out every single time a ticket is moved. What I would like, is that if it moves from one queue to another to another and so on, every single time a notification is sent to every user that is “watching” that queue.

Thanks,

Lucas Keller

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of adrian guevara
Sent: Wednesday, June 04, 2008 11:30 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Agent notification - Queue Move

Hey Lucas,

I'm not an expert my self, but if it helps...

Have you tried turning "Move Notifications" to "yes" on both of the agent's preferences settings?

On Thu, Jun 5, 2008 at 7:53 AM, Lucas Keller <lkeller@pniaz.com> wrote:

I have an interesting issue, that I am unable to find a configuration change for (though, it probably does exist somewhere!).

Situation (simplified):

Queue 1:

                SubQueue – A

                SubQueue - B

Agent1 has queue 1 and SubQueue A as "My Queues". Ticket comes in to queue 1, notification goes to agent. Ticket gets moved to SubQueue A, and agent gets a notification. (Working as I would expect).

Now, agent1 goes and looks at said ticket, and moves ticket to SubQueue B.

Agent 2 has SubQueue – B as a "My Queues" and does NOT get a notification.

This is one simple showing of this, but really.. we are moving tickets around a little more often than this between several different subqueues. The only time we get any notifications of new tickets in a queue is when they first come in and the first subqueue they get moved into. Is this normal? Can we change it so that we get a notification EVERY time a ticket goes into another queue?

Thanks,

Lucas Keller

Prophet Network Integration

 (o) 602.454.0471

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