Hi, I think a follow-up-notification is send * ONLY to the agent if he has actually LOCKED the ticket * to ALL agents that have the queue, the follow-up-ticket is in, in their My Queues, if the ticket is actually UNLOCKED There is also an open "bug" reporting this behaviour... Bye, Alex Jim Wight schrieb:
Since upgrading from 1.1.1 to 2.0.4 I have noticed that followup notifications behave differently. In Preferences and under User Management the entry says:
Follow up notification : (Send me a notification if a customer sends a follow up and I'm the owner of this ticket.)
and that describes the position I was used to, but it is not what I see happening. Now, the owner of the ticket appears to be ignored, and notifications go to the agents who have the queue that the ticket is in in their My Queues list.
Is 'Follow up notification' redundant now, or is the old behaviour configurable? If the latter, how?
Jim
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