Ticket updates to groups
hi there, We're trying to find a clean way of keeping people in a group updated on tickets globally. The basic scenario is : We have a support department with a number of staff. as a support ticket comes in all in the group should get the message about a new ticket, however we need to send updates to the ticket to all in the group as well for. My initial investigations pointed at the Watcher function, but this requires you to subscribe. We are looking for a solution that will automatically send all ticker information to all users in a group without subscribing or unsubscribing. does anybody have an ideas ? Henti
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Henti, Henti Smith schrieb:
hi there,
We're trying to find a clean way of keeping people in a group updated on tickets globally. The basic scenario is :
We have a support department with a number of staff. as a support ticket comes in all in the group should get the message about a new ticket, however we need to send updates to the ticket to all in the group as well for. My initial investigations pointed at the Watcher function, but this requires you to subscribe. We are looking for a solution that will automatically send all ticker information to all users in a group without subscribing or unsubscribing.
does anybody have an ideas ?
...you could write a TicketEvent-Handler which does this. There might be some side effects e.g. agents may get more notifications if the subscribed to this queue ("My Queues") and have the "Follow up notification" enabled. see http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-event for more information regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH1YS1vXo8m5PgoXQRAuErAJ44mZ0dAEohzQjku6Mz9SWCbH2/DACeOlJE VHgFW1qLjNyWiHE9J5QQVwE= =QwNL -----END PGP SIGNATURE-----
Torsten Thau wrote:
Hi Henti,
Hi Torsten
...you could write a TicketEvent-Handler which does this. There might be some side effects e.g. agents may get more notifications if the subscribed to this queue ("My Queues") and have the "Follow up notification" enabled.
outside of adding code to the base system I'm assuming there is no way to handle this kind of situation ? Regards Henti
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Henti,
...you could write a TicketEvent-Handler which does this. There might be some side effects e.g. agents may get more notifications if the subscribed to this queue ("My Queues") and have the "Follow up notification" enabled.
outside of adding code to the base system I'm assuming there is no way to handle this kind of situation ?
...you could add each queue to each agents "My Queues" and activated the "Follow Up Notification". But this (1) is some sort of "signing up" and (2) will inform the agents only if there are new follow-up-mails to a ticket. I understood that you also want to let the agents know about phone calls or notes. So _AFAIK_ there is no way besides adding some code. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH2Ba/vXo8m5PgoXQRAmpOAJ9QiGGeFI52L2SKvUJgk7UdpU5VmQCfdNIH DpyZccqAJI1hccUUMypbINk= =6B1u -----END PGP SIGNATURE-----
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Henti Smith -
Torsten Thau