Is there a way to specify new agent preferences defaults? Basically, I have a queue called Support and another one called Sales. The Support is a member of group support and the Sales queue is a member of group sales. If a new agent named Joe is created, and he is a member of the support and sales groups, I would like Joe's preferences to automatically inherit certain user preferences, specifically automatic selection of the Support and Sales queues in My Queues so the agent will receive notifications for new tickets in these queues. The way it appears to work currently is that each agent needs to manually configure their preferences to include the Support and Sales queues in My Queues. The problem with that is if the agent fails to do this, they will never be made aware of new tickets in these queues, because the agents aren't always tied to their web browsers to see new tickets in the Queue View. Is this possible or is there another method I can use to achieve the same functionality?
Hi Jason, On Fri, Jul 15, 2005 at 06:06:17PM -0400, Jason Lixfeld wrote:
Is there a way to specify new agent preferences defaults? Basically, I have a queue called Support and another one called Sales. The Support is a member of group support and the Sales queue is a member of group sales. If a new agent named Joe is created, and he is a member of the support and sales groups, I would like Joe's preferences to automatically inherit certain user preferences, specifically automatic selection of the Support and Sales queues in My Queues so the agent will receive notifications for new tickets in these queues. The way it appears to work currently is that each agent needs to manually configure their preferences to include the Support and Sales queues in My Queues. The problem with that is if the agent fails to do this, they will never be made aware of new tickets in these queues, because the agents aren't always tied to their web browsers to see new tickets in the Queue View.
Is this possible or is there another method I can use to achieve the same functionality?
You can't set agent preferences on a group or user base :(. But it is possible to preselect the preferences globaly. Please see the agent preference section in the Defaults.pm (for OTRS 1.3.x) or Ticket.pm file (for OTRS 2.x). Regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
participants (2)
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Christian Schoepplein -
Jason Lixfeld