"New Ticket Notification" to agent`s company email account

[FXRS1963]

Dear forum members,

I need some help to fix the following issue:

We are a small company using the OTRS 3.04 version as a helpdesk
solution. There are only a few agents and two queues on the system.

Any time the status of a ticket changes there is a notification sent
out to the agents - exept a new ticket is created.

Our helpdesk members do not have the OTRS screen open the entire
day - but want to have a notification when a new ticket created by a customer
or as a email ticket by a agent turns in.
I walked thru all the general options in the admin GUI, investigated the
internet and this forum`s index. Didn`t find a solution that fits to my problem.

Thanks in advance for Your contribution

Best regards

FXRS1963

[crythias]

Not sure why you can't find that on the forums, because I've answered that several times myself:
Agent preference yes receive notification of new ticket when queue is one of the Agent's My Queues.

[Wolfgangf]

absolutelly! turn it on for your agents and they'll reveive the mail on new tickets for queues selected

[Giulio Soleni]

Hi,
I have the same problem with 3.0.5

Agent preference yes receive notification of new ticket when queue is one of the Agent's My Queues.

I have this settings applied but there's no way to receive notification either for creation, either for follow-ups.
I cannot find any on the logs either...
The only way I found to receive a notification upon a new ticket is to add a new notification in the ADMIN - Ticket Settings - Notification (Events) with these settings:

Name: New ticket notification
Recipient groups: Agent (all with write permissions)
Event: TicketCreate
State: new
Subject: New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)
Text: there is a new ticket in "<OTRS_TICKET_Queue>"!

But I think this is only a workaround...

Still looking for a way to have also notifications on ticket follow-ups

Giulio

[Giulio Soleni]

Ok ... I am a noob
due to a misunderstanding on the configuration of Frontend::Agent::Preferences::NewTicketNotify I simply switched Yes with No and of course I did not receive any notification...
Now (returning to the default) everything is perfectly working