Hi Leonard, On Tue, Aug 02, 2005 at 06:57:06PM +0200, Léonard Wauters wrote:

We are currently massively using notification messages from OTRS (the ones that are set in Admin area / notifications). I found that the automatic sending different messages are controlled in these menus (tell me if I'm wrong) :

Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " Client:StateUpdate : In the Queue menu, setting "Customer State Notify: "

Yes ;).

Agent:AddNote : (?)

This drops a notification to specifyed agents if a note is created for a ticket. For example all involved agents for a ticket can be notifyed.

Agent:Escalation : (?)

This notification will be send out automaticly to agents, if a ticket escalates and the agent has the queue with this ticket in "My queues".

Agent:FollowUp : In the user preferences, Follow up notification item Agent:LockTimeOut : In the user preferences, Ticket lock timeout notification item Agent:Move : In the user preferences, Move notification item Agent:NewTicket : In the user preferences, New ticket notification item

Yes, right ;).

Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: "

No, this notification informs the agent and not the customer about a owner update.

Agent:PendingReminder : (?)

This notification is send out automaticly if the pending time has been reached for a ticket.

So, it seems that the same parameter (Queue menu, setting "Customer OwnerNotify") is used for notifying both clients and agents.

No :).

But, in my case, I do not want clients to be notified of a OwnerUpdate.

Then you have to change this in the setting for the queue, where you not want this notifications. Notifications for owner updates are queue based. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!