Wow, thanks a ton!
The user that wasn't receiving followup notification seemed okay. However, the two agents that were mistakenly receiving her notifications, did not have default queues assigned. When I assigned them default queues, the agent that wasn't receiving followup notifications, began to receive them! Also, this cause the agents that were mistakenly receiving the other agent's followup notifications to cease to receive them.
All is well now,
Thank you *very* *very* much.
Charlie
----- Original Message ----
From: Andy Lubel
To: User questions and discussions about OTRS.org
Sent: Tuesday, August 7, 2007 11:20:09 AM
Subject: RE: [otrs] What would cause Followups to go to the wrong agent?
Take a look at the agents profile (when logged on as the agent not
receiving the notifications go to "Preferences"). There you will see
the notification settings. You will need to also highlight the queues
that you want these notifications for.
HTH,
-Andy Lubel
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
otrs user
Sent: Monday, August 06, 2007 2:26 PM
To: otrs@otrs.org
Subject: [otrs] What would cause Followups to go to the wrong agent?
Hi,
What would cause followups to go to the wrong agent? I have an agent
that is not receiving followup notification when a customer replies to a
ticket. Instead, the followup is going to an agent that is not involved
with the ticket in any way.
I've browsed the MySQL data to look for problems, but haven't seen any
issues. Could anyone give me a clue where to look?
I'm running a current version of OTRS 2.2.1 on Linux, with data stored
in MySQL.
Cheers,
Charlie
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