Notifications to ticket responsible

[aph]

How do I enable Email notifications to the responsible? For example, I get a notification that resposbility for ticket has been passed over to me, however I do not receive a notification that a note has been added to the ticket, which I would get if I were the ticket owner.

[aph]

any way I can configure this in sysconfig?

[aph]

I think, I can do it with event based notification for ArticleCreate.

I find it strange however that the ticket responsible doesn't get notified by default. After all she is the one responsible for processing the ticket and has more at stake than the owner.

As far as I understand, ticket responsible is the agent who actually processes the ticket and owner is the controller. For me the scenario is:
A ticket is created, let's say the boss is set as the owner as she has the task to make sure ticket is processed. The boss then sets one of her subordinates as the responsible who has the task of actually processing the ticket. Once let's say the subordinates part of the task is done, the boss then makes subordinate nr. 2 responsible for the ticket and so on. Hence I feel the responsible should also be informed by default as she is the one actually processing the ticket.
Or am I getting the owner responsible concept wrong?

[jojo]

Owner is the one actually doing the work
responsible the "controller"/boss

Neverless the responsible will receive same notifications like the owner. (Please note that OTRS will not inform you on actions you do, so if you set yourself to responsible you will not receive any mail)

[aph]

Thanks! You mean the responsible will receive notifications if she sets Ticket follow up notification under preferences to yes?

(Please note that OTRS will not inform you on actions you do, so if you set yourself to responsible you will not receive any mail)

And I suppose the above refers to notification which roughly says ticket responsibility has been transferred to you. So if I set myself as responsible, I wouldn't get the notification that I set myself as responsible for the ticket

[jojo]

yes

[esoul]

Owner is the one actually doing the work
responsible the "controller"/boss

I just had the same discussion with my colleagues and had to change my opinion after reading "Ticket Responsibility" here.

The owner keeps the ticket and chooses through the field "responsible" an agent to work on the ticket. The owner is not changed. So the owner is the boss.

[root]

Owner is the one actually doing the work
responsible the "controller"/boss

I just had the same discussion with my colleagues and had to change my opinion after reading "Ticket Responsibility" here.

The owner keeps the ticket and chooses through the field "responsible" an agent to work on the ticket. The owner is not changed. So the owner is the boss.

Hi,
Just to be clear: both ways are possible and it just depends on how you define your workflows. My experience after 20 years: responsible is more used for roles like a service owner or superior.

Anyway, I do not understand why you reply on a seven year old post. Usually the person who are involved this topic have solved their issue.

- Roy

[esoul]

Anyway, I do not understand why you reply on a seven year old post. Usually the person who are involved this topic have solved their issue.

People look for answer here, so I thought I point to the official OTRS documentation which provides an explanation instead of opinions.

My experience after 20 years: responsible is more used for roles like a service owner or superior.

Newcomers get confused and in our company workflows got stuck, just because of this issue. Why? Because I have the same understanding of "owner" and "responsible" like you do but others do not.


But it is good to know, that OTRS allows either way.

[root]

People look for answer here, so I thought I point to the official OTRS documentation which provides an explanation instead of opinions.

Wrong manual anyway

My experience after 20 years: responsible is more used for roles like a service owner or superior.

Newcomers get confused and in our company workflows got stuck, just because of this issue. Why? Because I have the same understanding of "owner" and "responsible" like you do but others do not.
[/quote]

This is why we tell every customer they need a proper documentation/manual based on their specific workflows, requirements and settings. Such a system needs guidance and leadership by the person who "owns" it. I'm pretty sure there are many other understandings out there too.

- Roy

[skullz]

well, its depends on your workflow and how you want to define owner and responsible. Since both user role has a same permissions.
certain case may be ,

owner = person in charge
responsible = backup

owner = person in charge
responsible = manager/supervisor

etc...

Since this wording may confuse you, take a look translation..

https://doc.znuny.org/doc/manual/develo ... ation-file