I have found a way to enable notifications for new tickets of seemingly
any attribute by editing source code:
OTRS 2.1.4:
in Kernel/System/Ticket/Article.pm:
Comment out lines 232 - 242:
# # send if notification should be sent (not for closed tickets)!?
# if ($Param{AutoResponseType} && $Param{AutoResponseType}
eq 'auto reply' && ($State{TypeName} eq 'closed' ||
$State{TypeName} eq 'removed')) {
# # add history row
# $Self->HistoryAdd(
# TicketID => $Param{TicketID},
# HistoryType => 'Misc',
# Name => "Sent no auto response or agent notification
because ticket is state-type '$State{TypeName}'!",
# CreateUserID => $Param{UserID},
# );
# # return ArticleID
# return $ArticleID;
# }
And Lines 320-323:
# if ($Param{NoAgentNotify}) {
# # return ArticleID
# return $ArticleID;
# }
Mike Clayton wrote:
The
agent has to have the queues selected in "My Queues" and "New Ticket
Notification" set to yes in their preferences is all i believe was
necesesary for it to send notifications about open, owner-less tickets
Mike
Chad Roth wrote:
Mike, How do you get it to send notificiation
to agents for open tickets w/ no
owners? I haven't got that far yet.
Thanks,
Chad
Chad Roth
Advisen
205 East 42 Street
New York, NY 10017
1.212.897.4792 (d)
1.917.428.8966 (c)
croth@advisen.com
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Mike
Clayton
Sent: Monday, April 02, 2007 1:59 PM
To: otrs@otrs.org
Subject: [otrs] New ticket notifications
Hi, I'm currently running OTRS 2.1.4, and would like it to send e-mail
to
agents about new tickets for _every_ ticket, no matter it's state or
owner/etc Currently, I have only been able to get OTRS to send us
notifications for open tickets with no owner, but would like it to
notify us
of any ticket that gets created does anyone know how to do this?
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments,
is
for the sole use of the intended recipient (s) and may contain
confidential
and privileged information. Any unauthorized review, use, disclosure
or
distribution is prohibited. If you are not the intended recipient,
please
contact the sender by reply e-mail and destroy all copies of the
original
message.
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
=> http://www.otrs.com/
CONFIDENTIALITY NOTICE: This e-mail message, including any attachments,
is for the sole use of the intended recipient (s) and may contain
confidential and privileged information. Any unauthorized review, use,
disclosure or distribution is prohibited. If you are not the intended
recipient, please contact the sender by reply e-mail and destroy all
copies of the original message.
_______________________________________________
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support orr consulting for your OTRS system?
=> http://www.otrs.com/