Notifications to ticket responsible
Moderator: crythias
Notifications to ticket responsible
How do I enable Email notifications to the responsible? For example, I get a notification that resposbility for ticket has been passed over to me, however I do not receive a notification that a note has been added to the ticket, which I would get if I were the ticket owner.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: Notifications to ticket responsible
any way I can configure this in sysconfig?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: Notifications to ticket responsible
I think, I can do it with event based notification for ArticleCreate.
I find it strange however that the ticket responsible doesn't get notified by default. After all she is the one responsible for processing the ticket and has more at stake than the owner.
As far as I understand, ticket responsible is the agent who actually processes the ticket and owner is the controller. For me the scenario is:
A ticket is created, let's say the boss is set as the owner as she has the task to make sure ticket is processed. The boss then sets one of her subordinates as the responsible who has the task of actually processing the ticket. Once let's say the subordinates part of the task is done, the boss then makes subordinate nr. 2 responsible for the ticket and so on. Hence I feel the responsible should also be informed by default as she is the one actually processing the ticket.
Or am I getting the owner responsible concept wrong?
I find it strange however that the ticket responsible doesn't get notified by default. After all she is the one responsible for processing the ticket and has more at stake than the owner.
As far as I understand, ticket responsible is the agent who actually processes the ticket and owner is the controller. For me the scenario is:
A ticket is created, let's say the boss is set as the owner as she has the task to make sure ticket is processed. The boss then sets one of her subordinates as the responsible who has the task of actually processing the ticket. Once let's say the subordinates part of the task is done, the boss then makes subordinate nr. 2 responsible for the ticket and so on. Hence I feel the responsible should also be informed by default as she is the one actually processing the ticket.
Or am I getting the owner responsible concept wrong?
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: Notifications to ticket responsible
Owner is the one actually doing the work
responsible the "controller"/boss
Neverless the responsible will receive same notifications like the owner. (Please note that OTRS will not inform you on actions you do, so if you set yourself to responsible you will not receive any mail)
responsible the "controller"/boss
Neverless the responsible will receive same notifications like the owner. (Please note that OTRS will not inform you on actions you do, so if you set yourself to responsible you will not receive any mail)
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Re: Notifications to ticket responsible
Thanks! You mean the responsible will receive notifications if she sets Ticket follow up notification under preferences to yes?
And I suppose the above refers to notification which roughly says ticket responsibility has been transferred to you. So if I set myself as responsible, I wouldn't get the notification that I set myself as responsible for the ticket(Please note that OTRS will not inform you on actions you do, so if you set yourself to responsible you will not receive any mail)
Last edited by aph on 22 Jan 2015, 13:21, edited 1 time in total.
OTRS 3.3.x (private/testing) on Windows Server 2008 with MSSQL database.
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
OTRS 3.3.x (private/testing) on CentOS with MySQL database and apache
Re: Notifications to ticket responsible
yes
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Never change Defaults.pm! :: Blog
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"Testing": ((OTRS Community Edition)) and git Master
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Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: Notifications to ticket responsible
I just had the same discussion with my colleagues and had to change my opinion after reading "Ticket Responsibility" here.
The owner keeps the ticket and chooses through the field "responsible" an agent to work on the ticket. The owner is not changed. So the owner is the boss.
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Re: Notifications to ticket responsible
Hi,esoul wrote: ↑04 Aug 2022, 09:46I just had the same discussion with my colleagues and had to change my opinion after reading "Ticket Responsibility" here.
The owner keeps the ticket and chooses through the field "responsible" an agent to work on the ticket. The owner is not changed. So the owner is the boss.
Just to be clear: both ways are possible and it just depends on how you define your workflows. My experience after 20 years: responsible is more used for roles like a service owner or superior.
Anyway, I do not understand why you reply on a seven year old post. Usually the person who are involved this topic have solved their issue.
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Re: Notifications to ticket responsible
People look for answer here, so I thought I point to the official OTRS documentation which provides an explanation instead of opinions.
Newcomers get confused and in our company workflows got stuck, just because of this issue. Why? Because I have the same understanding of "owner" and "responsible" like you do but others do not.
But it is good to know, that OTRS allows either way.
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Re: Notifications to ticket responsible
Wrong manual anyway
Newcomers get confused and in our company workflows got stuck, just because of this issue. Why? Because I have the same understanding of "owner" and "responsible" like you do but others do not.
[/quote]
This is why we tell every customer they need a proper documentation/manual based on their specific workflows, requirements and settings. Such a system needs guidance and leadership by the person who "owns" it. I'm pretty sure there are many other understandings out there too.
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Re: Notifications to ticket responsible
well, its depends on your workflow and how you want to define owner and responsible. Since both user role has a same permissions.
certain case may be ,
owner = person in charge
responsible = backup
owner = person in charge
responsible = manager/supervisor
etc...
Since this wording may confuse you, take a look translation..
https://doc.znuny.org/doc/manual/develo ... ation-file
certain case may be ,
owner = person in charge
responsible = backup
owner = person in charge
responsible = manager/supervisor
etc...
Since this wording may confuse you, take a look translation..
https://doc.znuny.org/doc/manual/develo ... ation-file
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