Hi Phil, On Tue, Sep 10, 2002 at 12:04:23PM +0100, Phil Davis wrote:
In trying to use OTRS in real life we are finding it a bit cumbersome to allocate tickets to agents and inform them. The problem is not everyone is logged into OTRS all the time so under our old system we used to email support requests to the person who could best solve them.
Under OTRS we can set the owner of the ticket to the best person but until they login to OTRS they do not know about it.
Current workaround is probably going to be create a queue for each person so they get the auto email when a ticket is moved to it but that seems the wrong way.
Is it possible to add an "email new owner on ownership change" option? How easy would that be? I am thinking of just changing Ticket/Owner.pm to send out email once I find a suitable section of code to copy.
Ja, this is a very nice idea. I added this feature to the cvs. The default subject and body is defined in Kernel/Config/Notification.pm and you can add a comment (owner change screen) if somebody changes the owner. Thanks for the idea.
-- Phil Davis
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.