My agents have stopped receiving emails when tickets are assigned to them. They also do not receive emails anymore when the Pending timer has expired. The en::Agent::OwnerUpdate, and en::Agent::PendingReminder notifications are still configured in the 'Notification Management' area of the web interface. I've looked through the manuals and do not see any more information on these notifications other than how to format them in the 'Admin-area' of the web interface. I just need to know if there's a place where they might have inadvertently been turned off. The admins still receive emails when new tickets come in, or responses are submitted, so I don't think it's an email account configuration issue with the smtp server, unless Agent notifications are sent out a different way than the other notifications like new ticket notifications and response notifications. Any help would be appreciated. Thanks, Loren
Thanks for the response, though I had already reviewed these setting before submitting my question. All these settings do is let the Agent know if a ticket has been moved into a queue designated as one of the users 'MyQueues', or alert them that a response has been submitted to a ticket. My agents still get these alerts about tickets being moved into their 'MyQueues', but don't get the email when they are the new owner. What I'm looking for is the email that goes out to an agent when he/she is made the owner of the ticket via the 'Zoom'->'Owner' links in the ticket itself. The settings that each user can manipulate don't have any bearing on this notification to an agent when they are the new assigned owner. I think this is also tied in with the Alerts the system sends out when a Pending timer on a ticket has expired, as those have stopped occurring as well. Thanks for your suggestion. Loren -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lars Jørgensen Sent: Thursday, August 07, 2008 1:47 AM To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Agent Notifications Hi Loren,
I just need to know if there's a place where they might have inadvertently been turned off.
Each user can turn on or off notifications in their preferences. Check Admin -> Users to see settings for individual users. -- Lars _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/
Hi Loren,
What I'm looking for is the email that goes out to an agent when he/she is made the owner of the ticket via the 'Zoom'->'Owner' links in the ticket itself.
I've just spent some time hunting through the configuration and I don't think there's a switch for this anywhere. You can't turn them off. Try to check your logs and see if the notifications get sent. Then check your spam filter. -- Lars
participants (2)
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Lars Jørgensen -
Loren Crowe