Hi Marco, You have to activate the "Agent Notification" from "Notification Management". Navigation path: Admin->Ticket Settings->Notifications(Event) Best Regards, Sujeeva Tissaarachchi  -------------------------------------------- On Wed, 19/11/14, Marco Borsani wrote: Subject: [otrs] R: OTRS: Agent Notifications To: "User questions and discussions about OTRS." Received: Wednesday, 19 November, 2014, 7:42 PM #yiv3184939106 #yiv3184939106 -- _filtered #yiv3184939106 {panose-1:2 4 5 3 5 4 6 3 2 4;} _filtered #yiv3184939106 {font-family:Calibri;panose-1:2 15 5 2 2 2 4 3 2 4;} _filtered #yiv3184939106 {font-family:Verdana;panose-1:2 11 6 4 3 5 4 4 2 4;} #yiv3184939106 #yiv3184939106 p.yiv3184939106MsoNormal, #yiv3184939106 li.yiv3184939106MsoNormal, #yiv3184939106 div.yiv3184939106MsoNormal {margin:0cm;margin-bottom:.0001pt;font-size:12.0pt;} #yiv3184939106 a:link, #yiv3184939106 span.yiv3184939106MsoHyperlink {color:blue;text-decoration:underline;} #yiv3184939106 a:visited, #yiv3184939106 span.yiv3184939106MsoHyperlinkFollowed {color:purple;text-decoration:underline;} #yiv3184939106 span.yiv3184939106StileMessaggioDiPostaElettronica17 {color:#1F497D;} #yiv3184939106 .yiv3184939106MsoChpDefault {} _filtered #yiv3184939106 {margin:70.85pt 2.0cm 2.0cm 2.0cm;} #yiv3184939106 div.yiv3184939106WordSection1 {} #yiv3184939106 Do you mean that all the Agent Notifications arrive only to the ticket owner when it is locked but to all agents in the queue if the ticke t is unlocked  ? Same behaviour for the other cases (not only for the note add) ?       Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Gerald Young Inviato: martedì 18 novembre 2014 18:08 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] OTRS: Agent Notifications   Notes attached to tickets will notify the owner of the ticket if locked.   On Tue, Nov 18, 2014 at 11:30 AM, Marco Borsani wrote: Hi all   I am newbie in OTRS, I don’t find a solution to send an email to the queue agents when one of them add a note to a ticket. I supposed “Agent Notifications” should do this, but nothing arrive.   How can I do it ?   Regards     Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl                      --------------------------------------------------------------------- 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   -- This message has been checked by ESVA and is believed to be clean. -----Inline Attachment Follows----- --------------------------------------------------------------------- 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

Hi there, I think you have not to create an event in 'Notification event' because any added note has configured by the OTRS system, so you need to test if Agents receive any updates from each other. I use the 'Notification event' if I want a ticket be escalated to manager, let me know the status after checking the events. Thanks, Yousef Hamad Technical Support EN Mob +962 799372852 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Borsani Sent: Wednesday, November 19, 2014 11:39 AM To: User questions and discussions about OTRS. Subject: [otrs] R: R: OTRS: Agent Notifications Hi I already create some events in "Admin->Ticket Settings->Notifications(Event)", but It seems they are completely independent from the "Agent Notifications". Right now I do not understand the differences between those features... Regards -----Messaggio originale----- Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Sujeeva Tissaarachchi Inviato: mercoledì 19 novembre 2014 10:30 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] R: OTRS: Agent Notifications Hi Marco, You have to activate the "Agent Notification" from "Notification Management". Navigation path: Admin->Ticket Settings->Notifications(Event) Best Regards, Sujeeva Tissaarachchi -------------------------------------------- On Wed, 19/11/14, Marco Borsani wrote: Subject: [otrs] R: OTRS: Agent Notifications To: "User questions and discussions about OTRS." Received: Wednesday, 19 November, 2014, 7:42 PM #yiv3184939106 #yiv3184939106 -- _filtered #yiv3184939106 {panose-1:2 4 5 3 5 4 6 3 2 4;} _filtered #yiv3184939106 {font-family:Calibri;panose-1:2 15 5 2 2 2 4 3 2 4;} _filtered #yiv3184939106 {font-family:Verdana;panose-1:2 11 6 4 3 5 4 4 2 4;} #yiv3184939106 #yiv3184939106 p.yiv3184939106MsoNormal, #yiv3184939106 li.yiv3184939106MsoNormal, #yiv3184939106 div.yiv3184939106MsoNormal {margin:0cm;margin-bottom:.0001pt;font-size:12.0pt;} #yiv3184939106 a:link, #yiv3184939106 span.yiv3184939106MsoHyperlink {color:blue;text-decoration:underline;} #yiv3184939106 a:visited, #yiv3184939106 span.yiv3184939106MsoHyperlinkFollowed {color:purple;text-decoration:underline;} #yiv3184939106 span.yiv3184939106StileMessaggioDiPostaElettronica17 {color:#1F497D;} #yiv3184939106 .yiv3184939106MsoChpDefault {} _filtered #yiv3184939106 {margin:70.85pt 2.0cm 2.0cm 2.0cm;} #yiv3184939106 div.yiv3184939106WordSection1 {} #yiv3184939106 Do you mean that all the Agent Notifications arrive only to the ticket owner when it is locked but to all agents in the queue if the ticke t is unlocked ? Same behaviour for the other cases (not only for the note add) ? Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Gerald Young Inviato: martedì 18 novembre 2014 18:08 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] OTRS: Agent Notifications Notes attached to tickets will notify the owner of the ticket if locked. On Tue, Nov 18, 2014 at 11:30 AM, Marco Borsani wrote: Hi all I am newbie in OTRS, I don’t find a solution to send an email to the queue agents when one of them add a note to a ticket. I supposed “Agent Notifications” should do this, but nothing arrive. How can I do it ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl --------------------------------------------------------------------- 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 -- This message has been checked by ESVA and is believed to be clean. -----Inline Attachment Follows----- --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- This message was scanned by ESVA and is believed to be clean. --------------------------------------------------------------------- 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