2010/3/17 Guillaume Rehm <Guillaume.Rehm@bnu.fr>

Previous OTRS version use en::Custmer::Action like Agent.

But now, you must use AutoResponse and Notficiation (event).
You can use AutoResponse for notification about new ticket / follow up / reject ....

And if you must have notification for more complex workflow you can use Notification (event) in Admin area.

Hope this help.

Regards,

Le 16/03/2010 19:59, Claudio Tassini a écrit :
Hi guys

I've almost finished the test deployment of OTRS in our company, but there's still something that I must be missing because I don't get how exactly the notification system works. I'm sure that the replies to my questions are quite obvious but I didn't find any clue in the documentation, so here I am:

I understand that any user (agent/customer) can choice which events are of such interest for him to have a notification about that sent to his mail address, that this is accomplished through the preferences pane of each user and that the text of notifications is editable in the "notifications" area of the admin panel.

However, in the preferences I can only enable notifications for "New ticket", "follow up", "ticket lock timeout", "move", while in the "notifications" I see lots of other messages that are never triggered.

Moreover, the documentation says that the notification name is composed of the language, the recipient, and an "id", so for example "en::Agent::Move" is the notification used sent to an english agent when a ticket is moved in one of his queues. But I can't find no "customer" notification in the admin area - these are all in the form *::Agent::* . Is that normal? What do I need to edit to change customer's notifications?

And, the last question. Is there a way to set the default notifications enabled for newly created users?

Many thanks in advance.

--
Claudio Tassini
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Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
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mail: guillaume.rehm@bnu.fr
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