Hi list I've searched the archives and although this seems like a fairly common issue I was unable to find any answers. We're running OTRS v. 2.1.2, the OTRS interface provides notification options for 'New ticket', 'Follow up', 'Ticket lock timeout' and 'Move notification' in user preferences. In our scenario we have teams, each team has a 'Team Leader' and the team is assigned to a queue. When a ticket arrives in a queue the Team Leader receives a notification by means of the standard notification options provided (new ticket notification or move ticket notification) which is working fine, we don't want to notify the whole team every time a new ticket arrives so only the team leader gets notified. The problem is that when the team leader makes someone else in the queue the owner of a ticket, the new owner should be notified. The standard notification options does not allow this, either you receive a notification along with the team leader or you don't receive any notification at all, not even when you're assigned ownership. Is there a config option for doing this? On http://dev.otrs.org/1.3/Kernel/System/Ticket.html I read about: "OwnerSet() to set the ticket owner (notification to the new owner will be sent) $TicketObject->OwnerSet( TicketID => 123, NewUserID => 555, UserID => 213, );" But I'm not sure how to put this to use. Any help will be very much appreciated. Thank you Kobus
To put it in other words, what I'm really asking is how can notification options be forced on owner change in order to send notification to the new owner when normal notifications are switched off.
Hi list
I've searched the archives and although this seems like a fairly common issue I was unable to find any answers.
We're running OTRS v. 2.1.2, the OTRS interface provides notification options for 'New ticket', 'Follow up', 'Ticket lock timeout' and 'Move notification' in user preferences.
In our scenario we have teams, each team has a 'Team Leader' and the team is assigned to a queue. When a ticket arrives in a queue the Team Leader receives a notification by means of the standard notification options provided (new ticket notification or move ticket notification) which is working fine, we don't want to notify the whole team every time a new ticket arrives so only the team leader gets notified.
The problem is that when the team leader makes someone else in the queue the owner of a ticket, the new owner should be notified. The standard notification options does not allow this, either you receive a notification along with the team leader or you don't receive any notification at all, not even when you're assigned ownership.
Is there a config option for doing this?
On http://dev.otrs.org/1.3/Kernel/System/Ticket.html I read about: "OwnerSet() to set the ticket owner (notification to the new owner will be sent)
$TicketObject->OwnerSet( TicketID => 123, NewUserID => 555, UserID => 213, );"
But I'm not sure how to put this to use.
Any help will be very much appreciated.
Thank you Kobus
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Never mind, this was my own stupidity. OTRS does this automatically. If you assign yourself the owner 'as I did while testing' it will not send notifications. Thanks anyway.
To put it in other words, what I'm really asking is how can notification options be forced on owner change in order to send notification to the new owner when normal notifications are switched off.
Hi list
I've searched the archives and although this seems like a fairly common issue I was unable to find any answers.
We're running OTRS v. 2.1.2, the OTRS interface provides notification options for 'New ticket', 'Follow up', 'Ticket lock timeout' and 'Move notification' in user preferences.
In our scenario we have teams, each team has a 'Team Leader' and the team is assigned to a queue. When a ticket arrives in a queue the Team Leader receives a notification by means of the standard notification options provided (new ticket notification or move ticket notification) which is working fine, we don't want to notify the whole team every time a new ticket arrives so only the team leader gets notified.
The problem is that when the team leader makes someone else in the queue the owner of a ticket, the new owner should be notified. The standard notification options does not allow this, either you receive a notification along with the team leader or you don't receive any notification at all, not even when you're assigned ownership.
Is there a config option for doing this?
On http://dev.otrs.org/1.3/Kernel/System/Ticket.html I read about: "OwnerSet() to set the ticket owner (notification to the new owner will be sent)
$TicketObject->OwnerSet( TicketID => 123, NewUserID => 555, UserID => 213, );"
But I'm not sure how to put this to use.
Any help will be very much appreciated.
Thank you Kobus
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kobus＠barnard.za.org