Notification Event - Trigger for Specific Customer ID's

[Brian2011]

Hello,
I have a notification event that triggers when a customer opens a ticket and sends the notification to an internal team. It works well when I only have 1 customer configured, but when I have 2 it doesn't fire. Here is an example:

Jeff@Turtleshop.com opens a case, the notification event is triggered letting his Account Manager, Jane, know that he just opened a case. Now Jane has another customer she is interested in getting alerts for, Larry@alligator.com. When I add more than 1 email address in either of the below formats (comma, semicolon, or space between) it breaks the rule:

formats:
1. Jeff@Turtleshop.com,Larry@alligator.com
2. Jeff@Turtleshop.com;Larry@alligator.com
3. Jeff@Turtleshop.com Larry@alligator.com

When I just have one customer ID, it all works fine.

Any suggestions?

[jojo]

you have to create a new Notification Event for each customer

[Brian2011]

Is there a better way to accomplish this?

I have several Account Exec's and almost 2000 customers that need to be routed. 7 or 8 rules, one for each AE is not a big deal, but 2000 is not feasible to maintain.

[jojo]

This is a typical scenario for custom development as it can't configured in this way at the moment

[Brian2011]

That is disappointing if it is a typical request. Where I really wish OTRS would improve is understanding that a ticketing solution is a Customer Experience Solution, not just a problem report and response mechanism.

[jojo]

not your special request, but these kind of requests. A lot of functionality in OTRS was developed on customer request and found the way in core.

[crythias]

What JoJo said indicates your case isn't typical for OTRS. It's typical for customization, though.

I've set up a procmailrc that sent an email to a manager when someone @hisdomain sent a ticket via email. He gets the request as sent, but doesn't get the ticket number in that scenario.

In my opinion, a case like yours may *almost* work if the manager is an agent. If not on your OTRS, perhaps on hers (or one you set up for her case).