On Wednesday, February 25, 2004 4:03 PM
Reinhard en Partners
We have customers mail us at an helpdesk e-mail address and use pop tot retreive the correct message to the corresponding queue. The new tickets are then owned by root which is not that much a problem, but nobody gets a notification that there is a new ticket. How do we configure it to send a message to the people that handle a particular queue when there is a new ticket? Otherwise our helpdesk staff has to monitor the queues themself all the time.
Assign the wanted queue to your CustomQueues, and enable the "New Ticket notification", both done in preferences: http://localhost/otrs/index.pl?Action=AgentPreferences This is a per-agent setting. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388