I'm running OTRS on an IIS 6 box with a MySQL backend DB. I've upgraded to 2.4.2 without any issues. Under 2.3.4 I was only receiving new ticket notifications in my monitored queues if the ticket was left in an open state. Under the new build I'm receiving notifications even if a ticket is submitted and closed in the same action. Is there a way to configure the system to send notifications only if the ticket is left open? I can't recall if or where we made this setting under 2.3.4. Thanks!
You can disregard my last message. I apologize as I was a little premature
with that request. I was able to add a notification event which addressed
the issue.
On Tue, Aug 11, 2009 at 4:30 PM, Jeff Travers
I'm running OTRS on an IIS 6 box with a MySQL backend DB. I've upgraded to 2.4.2 without any issues. Under 2.3.4 I was only receiving new ticket notifications in my monitored queues if the ticket was left in an open state. Under the new build I'm receiving notifications even if a ticket is submitted and closed in the same action. Is there a way to configure the system to send notifications only if the ticket is left open? I can't recall if or where we made this setting under 2.3.4.
Thanks!
Hi Jeff,
You can disregard my last message. I apologize as I was a little premature with that request. I was able to add a notification event which addressed the issue.
could you please tell me how you solved this as I am having the exact same problem. atm, there are not ebn configured at all, so I guess OTRS uses some default ones. Do I have to configure one for that case and set it to invalid? I certainly don´t want to rebuild the OTRS defaults by myself just to delete one to restore the 2.3 behaviour. Lars
Lars, Under user preferences I set the option for "New Ticket Notification" to "No" for each agent. If an agent has this set to "Yes" then they will receive all New ticket notifications regardless of state. I then created a new Notification Event for New Tickets. I set the following paramaters: Recipient (Group Based) = Agent (Responsible) Event = Ticket Create State = New / Open Jeff
Hi Jeff,
You can disregard my last message. I apologize as I was a little premature with that request. I was able to add a notification event which addressed the issue.
could you please tell me how you solved this as I am having the exact same problem.
atm, there are not ebn configured at all, so I guess OTRS uses some default ones. Do I have to configure one for that case and set it to invalid? I certainly don?t want to rebuild the OTRS defaults by myself just to delete one to restore the 2.3 behaviour.
Lars
participants (2)
-
Jeff Travers -
Lars Monsees