Notifications to multiple owners?
Hi, Is it possible to send notifications such as follow-ups to all agents monitoring a queue instead of just to the owner of the ticket? Thanks, Niran
В сообщении от Monday 29 September 2008 20:15:50 Niran Abeygunawardena написал(а):
Is it possible to send notifications such as follow-ups to all agents monitoring a queue instead of just to the owner of the ticket?
there is sysconfig option: "Config Options: Ticket -> Core::PostMaster PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner: Send agent follow-up notification just to the owner, if a ticket is unlocked? The default is to send a notification to all agents, if a ticket is unlocked." -- Mike Lykov
Thanks but it was already on the default option and set to notify everyone. Just in case, I tried testing with both options and again no notifications such as follow-ups are sent to the other agents monitoring the queue. Only the owner of the ticket gets follow-up notifications. This must be common problem with OTRS setups. Do u have one common agent set up? If this is the case, this sort of defeats the purpose of OTRS. Or, do u change the owners to a common agent/email alias when done? I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks. Mike Lykov wrote:
Is it possible to send notifications such as follow-ups to all agents monitoring a queue instead of just to the owner of the ticket?
there is sysconfig option:
"Config Options: Ticket -> Core::PostMaster PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner: Send agent follow-up notification just to the owner, if a ticket is unlocked? The default is to send a notification to all agents, if a ticket is unlocked."
Niran Abeygunawardena wrote:
Thanks but it was already on the default option and set to notify everyone. Just in case, I tried testing with both options and again no notifications such as follow-ups are sent to the other agents monitoring the queue. Only the owner of the ticket gets follow-up notifications.
The option mentioned is only for unlocked tickets.
This must be common problem with OTRS setups. Do u have one common agent set up? If this is the case, this sort of defeats the purpose of OTRS. Or, do u change the owners to a common agent/email alias when done?
I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks.
To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for? Nils Breunese.
I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks.
To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for?
Sorry, not a solution to the problem, but I would like all agents to get notified about all tickets. We have a small company (only 5 staff) and would like to keep track of what everyone has done / is doing, regardless of who the owner is. Stefan
Stefan Lesicnik wrote:
I'll appreciate any feedback on this issue of sending follow-up notifications to multiple owners. Thanks.
To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for?
Sorry, not a solution to the problem, but I would like all agents to get notified about all tickets. We have a small company (only 5 staff) and would like to keep track of what everyone has done / is doing, regardless of who the owner is.
You could unlock a tickets after working on it. But then there is the risk of forgetting to unlock tickets. I believe there may be a way to completely disable locking? Although then there's the risk of multiple agents working on the same ticket without knowing it. Nils Breunese.
Hi Nils, Yes, on locked tickets, I understand the scenario which you describe and that should definitely occur. However, for an unlocked ticket, only the owner of the ticket gets the follow-up notification in my system. What happens if an agent goes on holiday? Do all the tickets where the agent is the owner now have to be assigned to a new owner? Or does the agent just close all his/her tickets (as I noticed follow-up notifications appear to all agents when tickets are closed)? Many thanks for your input.. Nils Breunese (Lemonbit) wrote:
To me it sounds pretty logical that only the owner of a ticket receives notifications for a ticket when it is locked. Otherwise our agents would be receive tons of notifications for tickets that they are not working on, and what is that good for?
Nils Breunese.
participants (4)
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Mike Lykov -
Nils Breunese (Lemonbit) -
Niran Abeygunawardena -
Stefan Lesicnik