Re: [otrs] New ticket notification email to multiple agents

16 Sep 2010

      Hi Michiel,

That solved the issue!
Thanks!

Kind regards,

Erik

-----Oorspronkelijk bericht-----
Van: Michiel Beijen [mailto:michiel.beijen@otrs.com] 
Verzonden: donderdag 16 september 2010 11:31
Aan: User questions and discussions about OTRS.
CC: Erik van Ast
Onderwerp: Re: [otrs] New ticket notification email to multiple agents

Hi Erik,

Agents control via their own preferences on what events they receive notifications, and for what queues they are subscribed to notifications.
Administrators can also modify these values under Admin > Users.
Please look into this.

The Event based notifications Hugh described are very powerful (and available in 2.4 as well) but are not used for the regular "Hey, you have a new ticket" - type of notifications.

Michiel Beijen
Senior Consultant

OTRS BV
Schipholweg 103
2316 XC  Leiden

T: 071 8200 255
F: 071 8200 254
I:  http://www.otrs.com

OTRS maakt de helpdesk mobiel met de OTRS iPhone App - download
gratis: http://www.otrs.com/en/products/iphone-app

On Wed, Sep 15, 2010 at 1:46 PM, Erik van Ast  wrote:
...
Hi all,
I have set up OTRS months ago and everything works really well, but I 
found out that notification emails created by new tickets are only 
send to 1 administrator and we have 2. So today I tried to set OTRS up 
in such a way that those notifications are send to multiple addresses, 
but I can’t find it. Can anyone help? Can I fill in multiple addresses 
somewhere or do I need to configure it otherwise? I think the 
notifications come from the en::Agent::NewTicket notification but I 
can’t find any email addresses there…
We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created 
both by sending an email to the OTRS system or by creating it on the 
customers OTRS website…
Kind regards,
Erik
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