[SOLVED] Agent notification on customer reply

[gawkla]

hello Everybody.
OTRS 4.0.7
Generally speaking, I have problem with notifications sended to agents if customer attach some data to ticket via email.

I am puzzled. I don't know if I am doing something wrong, or this is normal behavior.

I want to prepare all notifications as SYSTEM actions.
I know that there is option in agent settings panel "inform me about all new messages in my tickets my queues" but I don't want this option because agent can unintentionally change settings and after this customer replies can be overlooked.

So, I tried to setup this via Notifications (events) but this not working for me...

I use action "article created" because I can't found action for customer "Follow up".

Customer response is properly processed by system, new article is created but Agent (Owner, responsible) aren't informed about activity in ticket.

If agent prepare new note to ticket via web interface - everything working.
If agent prepare new article to ticket via email - everything working.
If customer prepare new article to ticket via email - no notification send to agents.

Maybe somebody can give me directions how to debug this scenario, or share others ideas?

[crythias]

Agents get notifications if Agent Preference Followup Notification is yes and the ticket is locked to the agent, or the ticket is unlocked and the ticket's queue is highlighted in Agent Preferences My Queues.

An agent will not get notification of a locked ticket of which he is not Owner, Responsible, or Watcher.

[aph]

As an admin you can set this up for an agent in the admin area under Agent Management -> Agents. Click on the username of the agent and you'll see the Edit Agent dialog, where the you can set Ticket follow up notification = yes

[gawkla]

I know that I can set this (as admin). But how to prevent agents to change these settings?

[gawkla]

Probably key word is "LOCKED' Currently I am playing with system... I will update witch results.

[aph]

I'll let you play with the system then

I know that I can set this (as admin). But how to prevent agents to change these settings?

A hint: Ticket -> Frontend::Agent::XXXX
I suppose it is easy to figure out

[gawkla]

A hint: Ticket -> Frontend::Agent::XXXX

thanks for that.

Currently after many tries system is working almost as I want. Maybe this is trivial for advanced users, but for me this is first installation. Also my flow isn't simple. Around 10 queues, dispatchers group, internal queues, external queues. Tickets reported by emails, for some queues autoresponders, for some not. Tickets flying between queues...

During initial setup I meet many times double notifications or no-notifications send to agents. Maybe I tried to many configuration options in parallel.

Currently as I said - almost is working as I want. I will switch production traffic in next week and will look how it is working in practice

For me personally there is lack of "follow up" event trigger in custom notifications menu!

[crythias]

a followup is an article-create (by customer source?).

[gawkla]

sure! Thanks for this hint!