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”.

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.com

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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
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mail: guillaume.rehm@bnu.fr
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