Notification Emails

[daveneedshelp]

I have a notification email that keeps coming through that is under Ticket Settings > Notifications (Events).

Problem 1: It is supposed to be a notification that is triggered when a ticket is assigned to an agent's queue. However, the notification doesnt seem to be sent out when it happens. Instead, it will do it once in the day and once in the afternoon - but I cant see to find out where the setting is that determines when it is sent.

Problem 2: Certain agents who shouldn't be receiving the notifications, receive them. I have the notifications tied to be sent to specific agents and not groups or roles. I've been trying to double check, and I will check again that I've selected only the agents that need to receive them. Can you please advise what else I should be checking?

[crythias]

a notification that is triggered when a ticket is assigned to an agent's queue.

This is redundant to the Agent's Preferences notifications Yes and Queue highlighted in the Agent's My Queues.

[daveneedshelp]

I've set all the notifications for the agent set to "No". Also it doesnt appear that any queues are highlighted for the agent either.

[crythias]

I've set all the notifications for the agent set to "No".

For a single agent? I still don't fully understand what you're doing and why you're doing this via notification event instead of agent preferences.

[daveneedshelp]

Actually, I just figured out what was going on...

Here's the other question I have: the content of the email notification that is being sent out does not send out what I have specified. Instead, it reverts to the sample. Can you please advise?

[crythias]

Are you indicating it matches the auto-response that is attached to the Queue versus a notification event?