Process notifications

[tomS]

Hi there,

I would like to create some workflow processes where ordinary customers can create workflows and work on them.
I want them to work on the workflows using the customer interface (NOT the agent interface).
As soon as the process ticket is moved to a queue (e. g. "IT dept mgr"), all the members of that queue should be notified by mail.
How can I do that?

Is it possible when all the people working on the workflows are only customers?

[root]

Hi,

Use the ticket notifications and trigger on TicketQueueUpdate with the matching filter.

- Roy

[tomS]

Hi Roy,

thanks for your help once more
This is working fine now!

Best regards,
Tom

[SilP]

Hello,
I'm in the same path as tomS, or in a very similar one. On one side, I have created a worflow, where custoners create a process ticket. After that the ticket is resolved by the agents. The tickets goes through different queues until it es closed. On the other side I have different types of notifications triggered depending on the event . One of them is to notify agents whith the role to resolve tickets in that queue, when a new ticket is created.
My problem is that when customer creates a "normal ticket" (by mail or by the interface) everybody recieves they notifications (customer and agents) but when the customer creates a process ticket the agents don't recieve their notifications.
I don't know what else to try. I've read the manual and I've try othesr solutions from the forum but I'm a little bit lost. I think I'm missing something but I don't know what it is. It would be great if you have some suggestions or you can point me in the correct direction. Any clue is welcome.

Sorry if this is not the right thread to post my question, I can create a new one.

Thanks a lot.

Regards

Silvana