How to disable New Ticket Agent Notification for queues

[tintoverano]

Hello Guys,

In our set up certain agents constantly work within OTRS and don't use their email client at all,therefore there's no need for new ticket notification to be sent to their personal mailboxes.

Could you help with disabling New Ticket Notifications for certain queues?

Thanks,

Zoltán

[fbobraga2]

It's not just an "auto-answer"? Remove it from the desired queues via the "Auto Responses <-> Queues" link, in the admin panel (more details: http://doc.otrs.org/2.4/en/html/x1258.html)

[tintoverano]

Hi,

Thanks. Well it is not an auto-answer from that section (it is rather an event notification I think) though and we tried this as well. The side effect of removing any auto-answer was that the "Compose Answer (emial)" part (ticket view, right grey panel) becomes empty and there's no way to send a reply email.

I think this is an event notification. Looked at Notification Management and our list is empty, so I couldn't invalidate this event notification.

Cheers,

Zoltán

[tintoverano]

I guess this is it:

[Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to ...

[fbobraga2]

(...) The side effect of removing any auto-answer was that the "Compose Answer (emial)" part (ticket view, right grey panel) becomes empty and there's no way to send a reply email. (...)

what you describe above is the behavior of the "Responses <-> Queue" configuration in the admin panel (not the "Auto Responses <-> Queue")... the config tried is not made in the wrong area?

[tintoverano]

Yes, you are right. Thanks.

Still the original question is up: how to disable New Ticket Agent Notification for certain queues?

[crythias]

Agents won't be New Ticket notified for a specific queue if that queue is not selected under "My Queues". (At least, this is what I think I understand from the interface).

[tintoverano]

That is correct, bet they should be on the queue, just shouldn't generate and send that many notifications as many agents are on the queue. Agents are logged in all the time to OTRS.

[crythias]

So, turn new ticket notifications off for the agents that are always in OTRS? The Queues listed under an agent's preferences are what I'd consider to be "listening" queues, but permissions to queues are handled elsewhere.

[tintoverano]

the exact wording is: turn new ticket notifications off for agents for certain queues

[crythias]

Remove the specific queues from preferences.

[tintoverano]

Unfortunately then the dashboard doesn't show the new tickets, which is needed since they don't get notification.

[crythias]

They can look under a different (not My Queues) tab to see them, though.