On Sat, 30 Oct 2004 03:25:51 +0800, Santosh Balan
Hi All,
I understand that the Agents will get a mail from OTRS, if they have any new ticket in their QUEUE, if they have put "Notify for new ticket"=YES in the preferences. I tried this for few of my users...
..but still I am not able to send mail to the agents in the QUEUE, whenever a new ticket is assgined to their QUEUE. This is required, else the agent will not be aware, unless he logs in to the OTRS system, that there is some new ticket in his queue.
Can sombody help ! I want to send mail to the concerned agents, whenever there is a new ticket in their QUEUE ?
Got it. A new ticket comes to another queue and then is moved to their queue = no message, right? In addition to New Ticket Notification, have them set Move Notification (a ticket is moved into the custom queue) to yes.