Hi, I don´t know if your case is like the one we had but we also had to log with our agents and go to their preferences and select the queues from "My Queues" listbox (making them "blue" - selected). The queues we configured for them all appear in the listbox but in fact the agents will only be able to receive messages regarding that queue after selecting them again. ________________________________________ De: otrs-bounces@otrs.org [otrs-bounces@otrs.org] em Nome de James Burk [James.Burk@dornc.com] Enviado: segunda-feira, 8 de junho de 2009 14:30 Para: User questions and discussions about OTRS. Assunto: [otrs] New Ticket Notification Hello all. I have a problem where all of my Agents do not get an email notification when a new ticket is created for their queue. All agents have their preferences properly set to receive email. And there doesn't seem to be any logic for why the two agents that do receive them are selected. Any thoughts? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Thank you Maurício, I believe this is exactly my problem. I had highlighted the queues in our system environment but forgot to do this again when we migrated to acceptance. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com

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Maurício Ramos 6/8/2009 3:07 PM >>> Hi, I dońt know if your case is like the one we had but we also had to log with our agents and go to their preferences and select the queues from "My Queues" listbox (making them "blue" - selected). The queues we configured for them all appear in the listbox but in fact the agents will only be able to receive messages regarding that queue after selecting them again.

De: otrs-bounces@otrs.org [otrs-bounces@otrs.org] em Nome de James Burk [James.Burk@dornc.com] Enviado: segunda-feira, 8 de junho de 2009 14:30 Para: User questions and discussions about OTRS. Assunto: [otrs] New Ticket Notification Hello all. I have a problem where all of my Agents do not get an email notification when a new ticket is created for their queue. All agents have their preferences properly set to receive email. And there doesn't seem to be any logic for why the two agents that do receive them are selected. Any thoughts? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------