Thanks but it was already on the default option and set to notify everyone. Just in case, I tried testing with both options and again no notifications such as follow-ups are sent to the other agents monitoring the queue. Only the owner of the ticket gets follow-up notifications. This must be common problem with OTRS setups. Do u have one common agent set up? If this is the case, this sort of defeats the purpose of OTRS. Or, do u change the owners to a common agent/email alias when done? I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks. Mike Lykov wrote:
Is it possible to send notifications such as follow-ups to all agents monitoring a queue instead of just to the owner of the ticket?
there is sysconfig option:
"Config Options: Ticket -> Core::PostMaster PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner: Send agent follow-up notification just to the owner, if a ticket is unlocked? The default is to send a notification to all agents, if a ticket is unlocked."