Hello guys
I do this here.
orts to create multiple groups and I would like to create responses for each group, and notify people of their group on the status of ticket you know if you can and how should I do?
Thanks to all
multiple group and multi notify
Moderator: crythias
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crythias
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Re: multiple group and multi notify
Yes. Probably all of what you are asking is related to Queues and/or Groups. You might want to read the documentation.
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Re: multiple group and multi notify
I can not set up multiple notification messages for opening and closing the ticket queue and set a specific number of people who should be notifiedcrythias wrote:Yes. Probably all of what you are asking is related to Queues and/or Groups. You might want to read the documentation.
example
queue1 ---> Client1 -> email1, email2
queue2 ---> Client2 -> email8, email9
Francis
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crythias
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Re: multiple group and multi notify
You can notify multiple agents if they have the Queue in "My Queues" and they have notifications enabled.
In general, you can't automatically notify multiple customers on a ticket, though you can mitigate that somewhat in Notification (Event).
If the other recipients do NOT need to know the ticket number, you have an option of using a filter at your inbox or procmail that CCs the other people who need to know, when the email arrives.
If the customer is using the web form, this would not be possible.
In general, you can't automatically notify multiple customers on a ticket, though you can mitigate that somewhat in Notification (Event).
If the other recipients do NOT need to know the ticket number, you have an option of using a filter at your inbox or procmail that CCs the other people who need to know, when the email arrives.
If the customer is using the web form, this would not be possible.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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Re: multiple group and multi notify
crythias wrote:You can notify multiple agents if they have the Queue in "My Queues" and they have notifications enabled.
In general, you can't automatically notify multiple customers on a ticket, though you can mitigate that somewhat in Notification (Event).
If the other recipients do NOT need to know the ticket number, you have an option of using a filter at your inbox or procmail that CCs the other people who need to know, when the email arrives.
If the customer is using the web form, this would not be possible.
So if you want to create multiple groups with its users to be notified and a queue for each group would not be possible? Combine each group to a particular queue to be used by downloading a specific email address and notifying users different for each queue / group.