-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Henti, Henti Smith schrieb:
hi there,
We're trying to find a clean way of keeping people in a group updated on tickets globally. The basic scenario is :
We have a support department with a number of staff. as a support ticket comes in all in the group should get the message about a new ticket, however we need to send updates to the ticket to all in the group as well for. My initial investigations pointed at the Watcher function, but this requires you to subscribe. We are looking for a solution that will automatically send all ticker information to all users in a group without subscribing or unsubscribing.
does anybody have an ideas ?
...you could write a TicketEvent-Handler which does this. There might be some side effects e.g. agents may get more notifications if the subscribed to this queue ("My Queues") and have the "Follow up notification" enabled. see http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-event for more information regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH1YS1vXo8m5PgoXQRAuErAJ44mZ0dAEohzQjku6Mz9SWCbH2/DACeOlJE VHgFW1qLjNyWiHE9J5QQVwE= =QwNL -----END PGP SIGNATURE-----