E-mail on Owner change

[varet]

Good evening,

I have an OTRS 2.4.4

I am interested to disable the e-mail notification to the agent, when an e-mail changes owner.

Is it possible? and How?

Regards,

Vassilis

[Daniel Obee]

Check the notification option in the admin interface. You'll find it there.

Greets,
Daniel

[nilskm]

I can't find that setting anywhere, can you please be more specific? (I'm using otrs 3.0.0)

[crythias]

Please clarify your request.

I am interested to disable the e-mail notification to the agent, when an e-mail changes owner.

I assume you mean when a ticket changes owner.

As far as I can tell, this is not configurable because AgentTicketOwner.pm has no provision for providing SendNoNotificaton => 1 to OwnerSet in Ticket.pm (I'd consider this a bug).

The easiest way to workaround this is to force the value in Kernel/System/Ticket.pm around line 5351:

$Param{SendNoNotification} = 1;
# send agent notify
if ( !$Param{SendNoNotification} ) {


This disables *any* notification when the Owner is Set.

(sorry, this was for 2.4.7, ... the line for 3.0.0 is around 5835)