Hello, in our implementation (of v2.3.4) when we create the agents we also configure the attribute "Follow up notification" . Then, by "Notifications" [we do not have the option "Notification (events)" in v2.3.4] we configure the proper follow up notifications, i.e, "pt_BR::Agent::FollowUp" or "en::Agent::FollowUp". About the agents selecting their queues, each agent, here, when he/she logs, he/she goes to "Preferences" and set them accordingly to the queues they give support to. Another idea could be a batch sql to insert these users/queues preferences in table "personal_queues". [cid:image001.gif@01CAAA4F.96702270]http://www.wedotechnologies.com/ Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 * Fax. + 55 48 2108 0129 mauricio.ramos@wedotechnologies.com www.wedotechnologies.comhttp://www.wedotechnologies.com Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Guillaume Rehm Sent: quarta-feira, 10 de fevereiro de 2010 12:07 To: User questions and discussions about OTRS.org Subject: [otrs] Followup notification Hi, How to notify on followup a ticket owner by Notification (event) interface ? I would like to notify ticket owner about followup by customer. But I can't select prefered queue for all my agents. And if agent doesn't selected there prefered queues they aren't notify ! Is that why I use Notification (event) to notify them on TicketCreate event. But how to do that on followup ? Do you have an idea how to resolve this problem ? Thanks in advance for all your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm@bnu.frmailto:guillaume.rehm@bnu.fr web: http://www.bnu.fr
