[SOLVED] Default Agent Notification

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Giulio Soleni
Znuny wizard
Posts: 392
Joined: 30 Dec 2010, 14:35
Znuny Version: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

[SOLVED] Default Agent Notification

Post by Giulio Soleni »

Hi,
maybe my question is silly but I am not sure I'm setting the system in the correct way...

I would like to have all my agents informed whenever a customer create a new ticket in their queues.

All my agents have their preferences/Email Settings configured to receive "New Ticket" notifications for any new ticket in their "My Queues"... but this seems it's not enough.

The only way I found to have all agents informed of new tickets is to create a notification on event specifying:
Recipient groups: Agent (all with write permissions)
Event: TicketCreate

But is this the case? I thought that the Notifications available in several languages would be automatically assigned to the events they are supposed to be used for.

Is there any setting I have to enable that I might have forgot?

Thank you,
Giulio
Last edited by Giulio Soleni on 24 Feb 2011, 11:30, edited 1 time in total.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
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Giulio Soleni
Znuny wizard
Posts: 392
Joined: 30 Dec 2010, 14:35
Znuny Version: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: Default Agent Notification [SOLVED]

Post by 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
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.
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