But the system doesn't create the tickets in different queues, creates in the same queue. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: 06 June 2013 17:00 To: User questions and discussions about OTRS. Subject: Re: [otrs] change owner of ticket, dont send an email

I setup a notification to send an email, whenever there was a new ticket into a queue, DDT error. Agents will receive notifications if their preferences for said notification is Yes and the queue is highlighted in the Agent's Preferences, "My Queues"

On Thu, Jun 6, 2013 at 11:55 AM, Simon Allison mailto:SPAllison@southdowns.ac.uk> wrote: Hi I setup a notification to send an email, whenever there was a new ticket into a queue, but when they create a phone ticket and set owner, it sends an email - but I don't want it to do this if the owner is set, if it was a new ticket without an owner then send email would be better. How would I change it to do that? en::Agent::NewTicket Simon Allison ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs Collegehttp://www.southdowns.ac.uk. ********************************************************************** --------------------------------------------------------------------- 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 may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

Or, alternatively, don't let them get notifications of tickets in the default queue. Just let them get "you've been assigned owner" notifications. On Fri, Jun 7, 2013 at 11:11 AM, Gerald Young wrote:

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But the system doesn’t create the tickets in different queues, creates in the same queue. The system doesn't create tickets. And, how does this statement apply to your original question?

On Fri, Jun 7, 2013 at 8:59 AM, Simon Allison wrote:

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But the system doesn’t create the tickets in different queues, creates in the same queue. ****

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*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* 06 June 2013 17:00 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] change owner of ticket, dont send an email****

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...

I setup a notification to send an email, whenever there was a new ticket into a queue,****

DDT error. Agents will receive notifications if their preferences for said notification is Yes and the queue is highlighted in the Agent's Preferences, "My Queues"****

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On Thu, Jun 6, 2013 at 11:55 AM, Simon Allison < SPAllison@southdowns.ac.uk> wrote:****

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Hi****

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I setup a notification to send an email, whenever there was a new ticket into a queue, but when they create a phone ticket and set owner, it sends an email – but I don’t want it to do this if the owner is set, if it was a new ticket without an owner then send email would be better. ****

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How would I change it to do that? ****

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en::Agent::NewTicket****

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Simon Allison ****

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********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. ****

The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College http://www.southdowns.ac.uk. ************************************************************************* *

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********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately.

The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College http://www.southdowns.ac.uk. **********************************************************************

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