send notifications to an Agent

[kenmurimi]

hi all?

I have been using notification(event) to send some notifications but now I have an problem there. I want to send notifications to one of the agent (acting as my help desk admin and manager) when there is a followup by a customer but on the events list i cant get the option for a follow up. how can i add that?

any help greatly appreciated.

[giga0069]

hi all?

I have been using notification(event) to send some notifications but now I have an problem there. I want to send notifications to one of the agent (acting as my help desk admin and manager) when there is a followup by a customer but on the events list i cant get the option for a follow up. how can i add that?

There is a notification setting in the agent's preferences:

Send me a notification if a customer sends a follow up and I'm the owner of the ticket or the ticket is unlocked and is in one of my subscribed queues.

Does that help you? Is that agent owner or responsible?

giga0069

[kenmurimi]

Thanks Giga

i already had notifications to the owner already set and working. i have a helpdesk admin who i also want to get the follow up updates although he might not be the owner of the ticket.
i have already found a way to have this. since the follow up is a web request then i used the webrequest in notifications event and selected all the other states except new such that when there is a web request update on the ticket the email is sent. since my admin is one of my engineers then i selected him as the recipient.