Hi there,
I think you have not to create an event in 'Notification event' because any added note has configured by the OTRS system, so you need to test if Agents receive any updates from each other.
I use the 'Notification event' if I want a ticket be escalated to manager, let me know the status after checking the events.
Thanks,
Yousef Hamad
Technical Support EN
Mob +962 799372852
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Borsani
Sent: Wednesday, November 19, 2014 11:39 AM
To: User questions and discussions about OTRS.
Subject: [otrs] R: R: OTRS: Agent Notifications
Hi
I already create some events in "Admin->Ticket Settings->Notifications(Event)", but It seems they are completely independent from the "Agent Notifications".
Right now I do not understand the differences between those features...
Regards
-----Messaggio originale-----
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Sujeeva Tissaarachchi
Inviato: mercoledì 19 novembre 2014 10:30
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] R: OTRS: Agent Notifications
Hi Marco,
You have to activate the "Agent Notification" from "Notification Management".
Navigation path:
Admin->Ticket Settings->Notifications(Event)
Best Regards,
Sujeeva Tissaarachchi
--------------------------------------------
On Wed, 19/11/14, Marco Borsani wrote:
Subject: [otrs] R: OTRS: Agent Notifications
To: "User questions and discussions about OTRS."
Received: Wednesday, 19 November, 2014, 7:42 PM
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Do you mean that all the Agent
Notifications arrive only to the ticket owner when it is locked but to all agents in the
queue if the ticke t is unlocked ?
Same behaviour for the other cases
(not only for the note add) ?
Da: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org]
Per conto di Gerald Young
Inviato: martedì 18 novembre 2014 18:08
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] OTRS: Agent
Notifications
Notes attached to tickets
will notify the owner of the ticket if locked.
On Tue, Nov 18, 2014 at
11:30 AM, Marco Borsani
wrote:
Hi all
I am newbie in OTRS,
I don’t find a solution to send an email to the queue agents when one of them add
a note to a ticket.
I supposed “Agent
Notifications” should do this, but nothing arrive.
How can I do it
?
Regards
Marco
Borsani
Technical Delivery
Manager
Datacenter Division
L.S. Advanced Software
Srl
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