Re: [otrs] Send agent notification when customer sends an email to a queue

Hello, Did anyone get my problem and is able to help in anyway? Thanks //M On Mon, Dec 5, 2011 at 7:24 PM, Muhammad El-Sergani wrote:

Thanks Gerald.

I'm not allowing Agents to update tickets via email, so it's ok. And my customers are updating via email yes, not via the web interface. Question is, how do I configure OTRS to send an email to the agents (of a certain queue) when an email is received from the customer only, and not when the ticket is updated. In our case, I have an event notification setting waiting for ArticleCreate and/or TicketCreate for that queue I want monitored. The problem here is that when any Agent updates a ticket in that queue with a followup, or creates a new ticket in it, an email is sent to the required agents.

I need OTRS to send an email only when the customer updates, not when the Agent updates via the web interface as well.

Thanks //M

On Mon, Dec 5, 2011 at 3:18 PM, Gerald Young wrote:

...

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 wrote:

...

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

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