Florian, we are also a small team of six IT's. We use individual queues and individual ownership of tickets. Try this setting Config Options: Ticket -> Frontend::Agent::Ticket::ViewNote Ticket::Frontend::NoteInformAgent: set to yes Let me know if this helps Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 15:31 An: User questions and discussions about OTRS.org Betreff: Re: AW: AW: [otrs] Follow-ups I didn't find this config option :( I think our use of OTRS is a bit different : we are a small team of agents and we use the system to manage our communications with customers -> when an agent opens a ticket all the agents should be able to work on it (I tried to remove the locking functionnality but didn't manage) and receive e-mails notifications for all the agents are doing (it will be perfect if I can disable the owning functionnality !) Thanks for your help !! I managed to change a few things in the code but it's hard to understand the whole structure without good programming knowledges Florian Le jeudi 26 janvier 2006 à 13:33 +0100, shawn.beasley@dlh.de a écrit :
Florian,
without having a lot of experience with OTRS. I must say then you can set the config option that allows the owner to be everyone. This would then generate a mass mailing because of the owner status. It is worth a try.
Tell me if you cannot find the settings for allowing owner as everyone.
Vielen Dank,
Shawn Beasley Support - IT
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 13:14 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Follow-ups
Ok thanks for your explanation.
But I would like to have the same behaviour as with notes : when an agent (owner or not) uses the "phone call" option and adds a follow-up to a ticket, all the agents receive a notification...
Is it possible to do this ? I tried to change some little things in the code but didn't manage to do this :(
Thanks !
Florian
Le jeudi 26 janvier 2006 à 11:58 +0100, shawn.beasley@dlh.de a écrit :
Hello Florian,
I use this method as well, and I think that I understand what you are looking for. I have noticed that the "follow up" messages are related to the owner. If agent A owns the ticket and agent B takes action on the ticket, then the owner will receive an email follow up. If agent a changes something, then as this agent owns the ticket, no message will follow. Does this help?
Thank you,
Shawn Beasley Support - IT
Cargo Future Communications GmbH Building 1335 55483 Airport Hahn
Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley@dlh.de Web: http://www.cfc-callcenter.com
-----Ursprüngliche Nachricht----- Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Florian Gesendet: Mittwoch, 25. Januar 2006 22:27 An: otrs@otrs.org Betreff: [otrs] Follow-ups
Hello everyone,
I already asked questions about follow-ups but I think I just understand where my problem is. I want to get notifications about follow-ups when an agent adds a follow-up (phone call for example) not only when a customer adds one.
Is it possible or is the follow-ups' notifications limited to customers ?
Thanks !!
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