send email to person to whom ticket assigned?

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Re: [otrs] Problems with ODBC and...

Alan McKay

28 Jul 2009 28 Jul '09

5:03 p.m.

Hey folks, I was just about to send out an email to my internal customers announcing our new system, when it struck me that it does not send an email to a person when a ticket gets assigned to them. I'd like that very much. Googling does not turn up much of anything for me. Can someone help? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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David Holder

28 Jul 28 Jul

5:21 p.m.

Hi Alan, The first and most obvious thing we should ask is if you've configured auto notifications correctly for when a new ticket is created? Regards, David Alan McKay wrote:

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Hey folks,

I was just about to send out an email to my internal customers announcing our new system, when it struck me that it does not send an email to a person when a ticket gets assigned to them.

I'd like that very much.

Googling does not turn up much of anything for me.

Can someone help?

thanks, -Alan

Alan McKay

5:31 p.m.

On Tue, Jul 28, 2009 at 1:21 PM, David Holder wrote:

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Hi Alan,

The first and most obvious thing we should ask is if you've configured auto notifications correctly for when a new ticket is created?

Is this in [ Auto Responses <-> Queue ] ?? I have this set : Change "auto reply" settings - default reply (after new ticket created) Change "auto reply/new ticket" settings - default reject / new ticket created Change "auto follow up" settings - default follow up Change "auto reject" settings - not set Change "auto remove" settings - not set Hmmm, googling brings up some more info. Looks like I have to go into each user's settings and ensure they are set to get notification when there is a new item in one of their queues, and also assign queues to them here. I'll go do that now and test, and report back. thanks! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

James Burk

5:33 p.m.

Alan, Notifications from the admin interface is where agent and customer notification email are listed. Select your language and Owner and make the wording as you wish and submit. There are other valuable notifications in that same section. The Queue to which an Agent is a member must be highlighted in their Preferences on the right, as well as New Ticket notification=Yes in the middle. If you wish the Agent be notified when a ticket is Moved to their queue, the Move notification at the bottom center must also be Yes. Click Update underneath each selection as you make the changes. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com

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Alan McKay 7/28/2009 1:03 PM >>> Hey folks,

I was just about to send out an email to my internal customers announcing our new system, when it struck me that it does not send an email to a person when a ticket gets assigned to them. I'd like that very much. Googling does not turn up much of anything for me. Can someone help? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

Alan McKay

6:06 p.m.

Yup, that worked! On Tue, Jul 28, 2009 at 1:33 PM, James Burk wrote:

...

Alan, Notifications from the admin interface is where agent and customer notification email are listed. Select your language and Owner and make the wording as you wish and submit. There are other valuable notifications in that same section. The Queue to which an Agent is a member must be highlighted in their Preferences on the right, as well as New Ticket notification=Yes in the middle. If you wish the Agent be notified when a ticket is Moved to their queue, the Move notification at the bottom center must also be Yes. Click Update underneath each selection as you make the changes.

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Alan McKay
David Holder
James Burk