We've been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications: en::Agent::AddNote and en:Agent::OwnerUpdate Has someone found a way to disable one or the other of these notifications for this circumstance? I'd settle for just the AddNote notification if it isn't a simple thing to only have the OwnerUpdate go out. Any ideas? /******************************/ Dan Hellebust Information Specialist I Administration and Finance University of Kansas 785-864-5937 danielh@ku.edu /******************************/
Dan Hellebust wrote:
We’ve been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications:
en::Agent::AddNote and en:Agent::OwnerUpdate
Has someone found a way to disable one or the other of these notifications for this circumstance? I’d settle for just the AddNote notification if it isn’t a simple thing to only have the OwnerUpdate go out.
+1 Nils Breunese.
Hi Guys
I'm Ramziddin.I guess I know the solution for your problem.It is possible to
disable some notifications in
Queue settings. Go to admin area click on *QUEUE*. There you will see a
number of queues.Select the necessary queue and press *"Change"*
button.Onthe right pane you will see queue options. Set
*"Customer State Notify:"* or *"Customer Owner Notify:"* to *"No"* and there
will not problem anymore
Hopefully.
Take Care.
On 1/24/07, Nils Breunese (Lemonbit)
Dan Hellebust wrote:
We've been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications:
en::Agent::AddNote and en:Agent::OwnerUpdate
Has someone found a way to disable one or the other of these notifications for this circumstance? I'd settle for just the AddNote notification if it isn't a simple thing to only have the OwnerUpdate go out.
+1
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 orr consulting for your OTRS system? => http://www.otrs.com/
I'm well aware of that though the issue is the notifications sent to the
AGENT, specifically in regards to Ownership change. Such settings
aren't available under the individual Agent preferences nor under Queue
settings or anywhere else that I can readily find. The major issue
though is the double notification an agent gets when someone assigns him
ownership. Not only does he get the notice of ownership he also gets
the add note notification of ownership change.
This is redundant and simply mailbox clogging. I'd like to do away with
one or the other of those notifications during that circumstance.
/******************************/
Dan Hellebust
Information Specialist I
Administration and Finance
University of Kansas
785-864-5937
danielh@ku.edu
/******************************/
________________________________
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Ramziddin Artykov
Sent: Wednesday, January 24, 2007 1:51 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Agent Notifications
Hi Guys
I'm Ramziddin.I guess I know the solution for your problem.It is
possible to disable some notifications in
Queue settings. Go to admin area click on QUEUE. There you will see a
number of queues.Select the necessary queue and press "Change" button.On
the right pane you will see queue options. Set
"Customer State Notify:" or "Customer Owner Notify:" to "No" and there
will not problem anymore
Hopefully.
Take Care.
On 1/24/07, Nils Breunese (Lemonbit)
We've been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications:
en::Agent::AddNote and en:Agent::OwnerUpdate
Has someone found a way to disable one or the other of these notifications for this circumstance? I'd settle for just the AddNote notification if it isn't a simple thing to only have the OwnerUpdate go out.
+1 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 orr consulting for your OTRS system? => http://www.otrs.com/
Hellebust, Dan
We’ve been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications:
My solution is to change this setting in SysConfig; Ticket::Frontend::AgentTicketResponsible###HistoryType: ResponsibleUpdate Default is: AddNote Regards
participants (4)
-
Hellebust, Dan -
Nils Breunese (Lemonbit) -
Ramziddin Artykov -
Tomek Melissa