I forgot to mention that I already set the following: http://localhost/otrs/index.pl?Action=AgentPreferences under agent interface, and set 'new ticket notification' to 'yes'. AND, it still not work! I did notice that when you reassign a ticket (or change queue for a ticket) to 'myqueue', (by 'root' or other agent under orts agent interface), 'myagent' (who belongs to 'myqueue') got notification immediately. At 04:51 PM 5/13/2003 -0700, you wrote:

I browsed through the archives, and still can not get the answer to this (maybe dumb?) question.

I am using otrs-1.1.1-01 on Suse Linux 8.0. (installed using YaST). I would like agent to get notification when a new ticket created.

following is my settings:

0. queue 'myqueue' created with group='myqueuegrp'

1. customer 'mycustomer' creates a ticket by sending an email to 'myqueue@mydomain.com'.

2. 'myqueue@mydomain.com' is a POP account linked to queue 'myqueue'. with 'dispatching by selected queue checked' and queue='myquque'

3. customer 'mycustomer' can get the 'ticket created' message with no problem, and assigned a ticket number..

4. agent 'myagent' belong to group 'myqueuegrp', with 'new ticket notification' set to 'yes' under: user-> new ticket notification

However, 'myagent' did not get any notification . Though, 'myagent' can see the new ticket under Queue View->My Queue.

Any suggestion here? Or, is this an old question which already had an answer?

At 03:16 PM 5/13/2003 -0700, Alex Zheng wrote:

...

I want agent to be notified when there is a new ticket in his queque:

Attached is my Config.pm file:

Thanks.

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It is working now. Seems that agent needs to set their custom queue first. At 11:08 PM 5/18/2003 +0200, Martin Edenhofer wrote:

Hi Alex,

On Tue, May 13, 2003 at 05:02:51PM -0700, Alex Zheng wrote:

...

I forgot to mention that I already set the following:

http://localhost/otrs/index.pl?Action=AgentPreferences

under agent interface, and set 'new ticket notification' to 'yes'.

AND, it still not work!

I did notice that when you reassign a ticket (or change queue for a ticket) to 'myqueue', (by 'root' or other agent under orts agent interface), 'myagent' (who belongs to 'myqueue') got notification immediately.

Wow! Please try it again! If you get "move" notifications, you also should get "new ticket" notifications.

This is the same function.

PS: Have a look into the ticket history of a new ticket, is there a line like "Action: SendAgentNotification; Comment: Sent notification to ..."?

-Martin

-- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --

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