Notification problem

zip · Post by **zip** » 29 May 2014, 17:07

Hello,

when a tickets comes in, and its getting assigned and locked to an agent and to an queue via PostMaster-Filter, why all agents of this group are getting notifications? can i disable that? only the agent with the assigned ticket should get a notification. all agents have "New tickets notifications" enabled and the queue marked.

Thanks

zip · Post by **zip** » 11 Jun 2014, 16:20

i disabled the "New Ticket Notifications" of all agents and made some own notifications, but its very complex. I hope there exists another way to do that.

Post by **crythias** » 11 Jun 2014, 17:06

don't auto assign owner or don't highlight my queues.

zip · Post by **zip** » 13 Jun 2014, 09:27

the agents are often making tickets among themselves (customer=agent) so they know exactly who should do the ticket. Its annoing if everytime the whole group is getting a notification for these tickets if its at the creation of the ticket clear who is the owner (if i do not auto assign the tickets). But agents (the whole group) should get a notification if a new tickets comes in with no owner auto assigned so it's not possible to not highlight my queues. Maybe i create a bug or an idea so it could be realised in future updates/releases?

Post by **crythias** » 13 Jun 2014, 13:25

If an agent assigns an owner at creation of ticket, only that owner agent gets notified.

zip · Post by **zip** » 13 Jun 2014, 15:12

for example, if i send to otrs an email where the word "ToAgent1" and "ToQueue1" is contained, the PostMaster Filter auto assign the ticket to Agent1 and Queue1 automatically. In that case only Agent1 should get a new ticket notification, but all agents in Queue1 are getting the new ticket notification.

Post by **crythias** » 13 Jun 2014, 15:16

lock the ticket

zip · Post by **zip** » 13 Jun 2014, 15:21

i forgot to say that they are also getting locked by the Postmaster Filter. This is how the postmaster filter looks like for each agent:

pmf.JPG

jojo · Post by **jojo** » 13 Jun 2014, 15:25

is the Queue filter running afterwards?

zip · Post by **zip** » 13 Jun 2014, 15:35

here an example:

i send to otrs an email with the words

toagent1 (the ticket gets auto assigned and locked to "Agent1")
toqueue1 (the ticket gets into queue "Test Queue")

history.JPG

history2.png

zip · Post by **zip** » 24 Jun 2014, 16:37

so i guess i have to open a bug for that

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Notification problem

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