Got it : it's an agent-preference. Is it possible to force this for all agents ? Ionel Le 29 oct. 2010 à 13:51, Ionel GARDAIS a écrit :

Hi,

Thanks to the example file, I've configured GenericAgent.pm to send Escalation mails :

'send escalation notifications' => { Escalation => 1, New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, },

I was saw that there were preconfigured agent notifications for "New Ticket".

I use the browser to configure New ticket agent notification but : - this does not use the predifined notification - it is declared another way than the escalation notification

Question is : how to declare a "New Ticket notification" inside GenericAgent.pm ? Will 'send new ticket notifications' => { Status => ['new'], New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, },

Do the trick ?

Thanks, Ionel

-- Ionel GARDAIS IT Team manager

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