
1 Feb
2008
1 Feb
'08
1:37 p.m.
I'd disable the other one, as there could be other types of notes added to a ticket and the owner would not receive a notification. Of course, that could be the way you want it to be.
I see your point but the most important thing is to inform agents that they have new tickets assigned to them. I can disable the Agent::NewTicket in the preferences. Where do I disable Agent::AddNote? And now that I am looking into notifications I discover another oddity: 1. The supervisor assigns a ticket to Eve 2. Eve solves the ticket and closes it. 3. The customer replies with follow-up. 4. The ticket is re-opened and an Agent::FollowUp notification is sent to Adam Why Adam? He had nothing to do with that ticket. -- Lars