On Wednesday, February 25, 2004 4:03 PM Reinhard en Partners wrote:

We have customers mail us at an helpdesk e-mail address and use pop tot retreive the correct message to the corresponding queue. The new tickets are then owned by root which is not that much a problem, but nobody gets a notification that there is a new ticket. How do we configure it to send a message to the people that handle a particular queue when there is a new ticket? Otherwise our helpdesk staff has to monitor the queues themself all the time.

Assign the wanted queue to your CustomQueues, and enable the "New Ticket notification", both done in preferences: http://localhost/otrs/index.pl?Action=AgentPreferences This is a per-agent setting. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

Agents can be notified for a new ticket via e-mail. To use this, go to Administration, select an Agent and you will see in his personalised options a feature that allows him to be notified via e-mail when an event occurs at a queue he is subscribed to. Events like - a new ticket has arrived, ticket has changed his owner/state and etc. Simple, isn't it? On Wednesday 25 February 2004 17:03, Reinhard en Partners wrote:

Hi folks,

We installed OTRS and configured it a bit more to our liking but I'm unable to get the following working.

We have customers mail us at an helpdesk e-mail address and use pop tot retreive the correct message to the corresponding queue. The new tickets are then owned by root which is not that much a problem, but nobody gets a notification that there is a new ticket. How do we configure it to send a message to the people that handle a particular queue when there is a new ticket? Otherwise our helpdesk staff has to monitor the queues themself all the time.

Thanks in advance for any help and kudos to the people who made this software possible!

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