Re: [otrs] Email notification to agent if cc'ed in ticket
The cc’ed agent would get a notification to alert them that the sender is expecting them to also be reading this email thread. In the cases we have, the To: agent gets the ticket and works it, and the cc’ed agent never sees it at all. We would like a way to alert the cc’ed agent so that they will know they’ve been cc’ed. So they can stay abreast of the issue as well. The only other way is to have the To: agent tell the cc’ed agent, but I was wondering if there was an automated OTRS solution in place.
Hello Leah, I believe that can be done using the watch function, that way
agents can be notified of tickets they are watching.
Regards
2014/1/15 Leah Kelly
The cc’ed agent would get a notification to alert them that the sender is expecting them to also be reading this email thread.
In the cases we have, the To: agent gets the ticket and works it, and the cc’ed agent never sees it at all. We would like a way to alert the cc’ed agent so that they will know they’ve been cc’ed. So they can stay abreast of the issue as well.
The only other way is to have the To: agent tell the cc’ed agent, but I was wondering if there was an automated OTRS solution in place. --------------------------------------------------------------------- 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
-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net
The cc’ed agent would get a notification to alert them that the sender is expecting them to also be reading this email thread.
In the cases we have, the To: agent gets the ticket and works it, and the cc’ed agent never sees it at all. We would like a way to alert the cc’ed agent so that they will know they’ve been cc’ed. So they can stay abreast of the issue as well.
The only other way is to have the To: agent tell the cc’ed agent, but I was wondering if there was an automated OTRS solution in place.
participants (2)
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Alvaro Cordero -
Leah Kelly