Niran Abeygunawardena wrote:
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.
The option mentioned is only for unlocked tickets.
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.
To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for? Nils Breunese.