Hey Martin!
Is there a possibility to
a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them.
Possible but not implemented. If you mean a notification to the "Queue subscribers" by move ticket.
-=> "Easy" to implement (Kernel/System/Ticket.pm -> MoveByTicketID()) I put it to the todo-list (misc) - or somebody else implement it earlier.
I tried that one myself. I inserted a modified copy of the System/Postmaster/NewTicket.pm to the AgentMoveTicket.pm . My code ist just the simplest way, not using a template for that mail and without inserting a username oder Quename. Only
Ein neues Ticket wurde in Ihre Queue verschoben. Bitte besuchen sie http://www.domain.de/otrs/index.pl?Action=AgentZoom&TicketID=75
is sent to any Subsribed user with eMail Notication enabled.
b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out?
The same. Possible but not implemented.
-=> "Easy" to implement (Kernel/System/Ticket/Lock.pm -> SetLock()) I put it to the todo-list (misc) - or somebody else implement it earlier.
For that one i made a second recipient in the UnlockTickets.pl email-sending-section. But i didn't work. The system does not send _any_ eMail, if a ticket is unlocked by TimeOut.I think I'll redo that change ;-) Greetings Hannes Lau