I generally suggest that queues should be based upon types of agents who
can handle a type of request, not whom they support. Otherwise, it gets to
be a mess.
If a customer is updating the ticket, it's usually a web request. If it is
an email, it'll also be flagged as a customer request via email. If you're
allowing agents to update via email, that's not necessarily a good idea,
because there's no practical way to discriminate between an agent and
customer via email.
On Mon, Nov 28, 2011 at 3:15 AM, Muhammad El-Sergani
Hi all,
Our system is queued based on customer names. So any @xyz.com would go to a XYZ queue, and so on.
Currently we need OTRS to email a group of agents when the customer updates the queue. We have a notification event that would do so, but the problem is that it emails the whole team even when an agent updates a ticket.
Any ideas?
Thanks //M
--------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs