Auto Response to Queue agents, when new Ticket is Assigned
Hi, I did google and also read the docs, but could't get far. I set up the queue >> autoresponse, but didn't work. I want to send a mail to everybody in the queue, if there is any new ticket assigned to that Queue. For example if there is a Queue "Sales" - and 4 agents in Sales. If one ticket is assgined to "Sales", these 4 agents should get individual mails from OTRS to check out the new ticket. Any help or clues are most welcome. - Santosh KB -- ______________________________________________ Check out the latest SMS services @ http://www.linuxmail.org This allows you to send and receive SMS through your mailbox. Powered by Outblaze
On Thu, 28 Oct 2004 03:27:03 +0800, Santosh Balan
Hi,
I did google and also read the docs, but could't get far. I set up the queue >> autoresponse, but didn't work.
I want to send a mail to everybody in the queue, if there is any new ticket assigned to that Queue.
For example if there is a Queue "Sales" - and 4 agents in Sales. If one ticket is assgined to "Sales", these 4 agents should get individual mails from OTRS to check out the new ticket.
The autoresponse is for customer communication. If you want agents to be notified of new tickets, they must subscribe to the queue in preferences and choose to be notified of new tickets. This is an agent preferences setting and cannot be forced on them (that I am aware of). Unless of course, you wanted to configure their preferences for them directly in the database and then remove Preferences from the theme so that they cannot access them. Hth, Tyler Hepworth
participants (2)
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Santosh Balan -
Tyler Hepworth