Each agent can edit their preference settings: "Send me a notification if there is a new ticket in "My Queues". And "My Queues" can also be set from the same page. If you want a email notification send to several people then you can create a email alias (provided you have admin access to your mail server). Then create a generic agent account and put that alias as email address. And for that Agent set the preference as above. I am not sure if there's a easier way to do this. --Sharif On 7/13/05, Jason Lixfeld wrote:

Hello,

OTRS is great. Very robust. Kudos to the dev team!

Question: Is it possible to have OTRS notify either a queue specific email address or email the agents who are in the same group as the queue group when a new ticket is opened and/or a new request hits a queue (but does not auto-generate a ticket)?

Basically, this question stems from a requirement to not require agents to necessarily be tied to their web browser in order to be notified of new tickets.

Thanks in advance. -- Sharif Islam Research Programmer University of Illinois, Urbana-Champaign Library Systems Office 217-244-4688