Notification to Agents of Closed Ticket
Hey there folks! Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything (i.e. user tickets) and within OTRS we have two seperate queues; one for him and one for myself. It would be nice if there was a way that when I closed a ticket both of us would receive an e-mail from the notification master stating that "XY ticket has now been closed." It just makes things easier. Any help would be greatly appreciated. Thanks!
Aleem Mohamed wrote:
Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything (i.e. user tickets) and within OTRS we have two seperate queues; one for him and one for myself. It would be nice if there was a way that when I closed a ticket both of us would receive an e- mail from the notification master stating that "XY ticket has now been closed." It just makes things easier.
Usually I would not recommend using separate queues for separate agents. When agents lock tickets they already make sure no one else is working on them. The functionality you're asking about doesn't exist as far as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc. Nils Breunese.
Aleem Mohamed wrote:
Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything
On Mar 18, 2008, at 6:16 PM, Nils Breunese (Lemonbit) wrote:
as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc.
Nils, you're missing the point. Many of us don't spend all day in front of a computer. We need e-mail notification of events. Your solution won't help. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness
Jo Rhett wrote:
Aleem Mohamed wrote:
Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything
On Mar 18, 2008, at 6:16 PM, Nils Breunese (Lemonbit) wrote:
as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc.
Nils, you're missing the point. Many of us don't spend all day in front of a computer. We need e-mail notification of events. Your solution won't help.
Sadly OTRS seems to be designed for people who do spend their working hours in front of a computer. But of course the code is there for you to modify if you want to. Nils Breunese.
Hi Jo, Nils Breunese (Lemonbit) schrieb:
Jo Rhett wrote:
Aleem Mohamed wrote:
Is there any way I can have OTRS send out a notification e-mail to all agents (or selected agents) when a ticket is closed (regardless of what queue it's in). Our IT department has two people managing everything
On Mar 18, 2008, at 6:16 PM, Nils Breunese (Lemonbit) wrote:
as I know, but I also wouldn't really know why it would make anything easier. I would suggest enabling StatusView so you can see what tickets are not yet closed and how owns them, what their status is, etc.
Nils, you're missing the point. Many of us don't spend all day in front of a computer. We need e-mail notification of events. Your solution won't help.
I do not think that Nils is missing the point, but that is not the point :) If you like you can define your own module in the Sysconfig Ticket -> Core::Ticket Ticket::CustomModule: A module with custom functions to redefine Kernel::System::Ticket functions (e.g. Kernel::System::Ticket::Custom). If you look at /Kernel/System/GenericAgent/NotifyAgentGroupWithWritePermission.pm and the modules in Kernel/System/Ticket/Event maybe you will be able to build something that will fit your needs.
Sadly OTRS seems to be designed for people who do spend their working hours in front of a computer. But of course the code is there for you to modify if you want to.
True, True!
Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
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participants (4)
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Aleem Mohamed -
Jo Rhett -
Nils Breunese (Lemonbit) -
Shawn Beasley