Hi Nyung,
thanks for your answer. You're right, notify of all events is a bit more than sending a follow-up notification.
Follow-Up notifications for ticket reponsibles would do it for the moment. Is there a simple way without event-notifications?
If not... I've played around with "Notification (Event)" in the last hour. There are two problems:
- I cannot avoid that agents get notifications of events they triggered themselves (i.e. answering a ticket will fire an ArticleCreate event).
- The "Include Attachments to Notification" switch does nothing at all. Attachments are included in every notification.
Any suggestions?
- Timo
-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nyung Zu
Gesendet: Montag, 22. Februar 2010 11:25
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Follow-Up Notification for Responsible User
Hi Timo,
it seems that you are talking from two different things. :)
Subject: "Follow-Up Notification for Responsible User"
And in your message "I need to send a notification to ticket
responsibles on any change of a ticket"
So if you want to have the second one, I would use the "Notification
(Event)" in the admin area. There you can define this kind of
notification rule.
_Nyung
On Mon, Feb 22, 2010 at 10:38 AM, Rupp Timo
Hi,
I need to send a notification to ticket responsibles on any change of a ticket (status changes / follow up messages / etc.).
At the moment my agents have to watch the queue to get those notifications. Problem is, that they get too much notifications of tickets they do not work on. So this is a very sub-optimal solution.
OTRS version = 2.4.5 / MS SQL
I've found a few older requests in the email archive regarding this topic, but none of them answered.
Thanks for any hint so solve this.
- Timo
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