If you set Notification(event) basic notification (like e:::Agent::AddNote) will not be use for this event. So if you set a Notification event for ArticleCreate en:Agent:AddNote don't will be used. Le 17/03/2010 18:26, Claudio Tassini a écrit :

I see... so some of the notifications listed in the Admin area, like for example en::Agent::AddNote are NEVER used, is that correct?

2010/3/17 Guillaume Rehm mailto:Guillaume.Rehm@bnu.fr>

Previous OTRS version use en::Custmer::Action like Agent.

But now, you must use AutoResponse and Notficiation (event). You can use AutoResponse for notification about new ticket / follow up / reject ....

And if you must have notification for more complex workflow you can use Notification (event) in Admin area.

Hope this help.

Regards,

Le 16/03/2010 19:59, Claudio Tassini a écrit :

...

Hi guys

I've almost finished the test deployment of OTRS in our company, but there's still something that I must be missing because I don't get how exactly the notification system works. I'm sure that the replies to my questions are quite obvious but I didn't find any clue in the documentation, so here I am:

I understand that any user (agent/customer) can choice which events are of such interest for him to have a notification about that sent to his mail address, that this is accomplished through the preferences pane of each user and that the text of notifications is editable in the "notifications" area of the admin panel.

However, in the preferences I can only enable notifications for "New ticket", "follow up", "ticket lock timeout", "move", while in the "notifications" I see lots of other messages that are never triggered. Moreover, the documentation says that the notification name is composed of the language, the recipient, and an "id", so for example "en::Agent::Move" is the notification used sent to an english agent when a ticket is moved in one of his queues. But I can't find no "customer" notification in the admin area - these are all in the form *::Agent::* . Is that normal? What do I need to edit to change customer's notifications?

And, the last question. Is there a way to set the default notifications enabled for newly created users?

Many thanks in advance.

-- Claudio Tassini

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-- Claudio Tassini

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-- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm@bnu.fr web: http://www.bnu.fr

Hi Claudio, If you create a notification, and you have enabled these options via Admin > SysConfig: Ticket > Frontend::Agent::Ticket::ViewNote > Ticket::Frontend::AgentTicketNote###InformAgent Ticket > Frontend::Agent::Ticket::ViewNote > Ticket::Frontend::AgentTicketNote###InvolvedAgent OTRS will send a notification to the selected agents about the new note that has been added to the ticket. For this notification, OTRS uses the en::agent::AddNote etc notification texts. Hope this helps! ((enjoy)) - Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer On Thu, Mar 18, 2010 at 9:48 AM, Claudio Tassini wrote:

That is clear but... What if I DO want basic notification (eg en::agent::AddNote ) to be used? I can't find where to enable this..

I'm sorry if this sounds somewhat obvious to you but I must be missing some little piece and really can't figure it out..

-- Claudio Tassini

-----Original Message----- From: Guillaume Rehm Date: Thu, 18 Mar 2010 09:35:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Notifications' triggers

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