I would like new tickets emailed to the OTRS to go into an unassigned queue and then for OTRS to email a distribution group that there is a new unassigned ticket
How do I do that?
Unassigned que
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Wolfgangf
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Re: Unassigned que
postmaster filter and "email on new ticket" in agents accounts could help you
Produktiv:
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
OTRS 6.0.13/ ITSM 6.0.13
OS: SUSE Linux (SLES 12, Leap), MySql 5.5.x, 5.6.x
Windows 2012 AD Integration (agents and customers), Nagios integration (incidents, CMDB), Survey, TimeAccounting
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crythias
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Re: Unassigned que
Or just the default setup: make everyone members of the group that belongs to the Unassigned queue, unassigned queue is in their "My Queues" and let them have notification preferences yes.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Unassigned que
ok we have deleted the entire installation and started over
We have a FQDN
valid email address
exchange connector
When we send email to OTRS we get a response back
Created one agent and he is part of group "users"
All tickets come into the "Raw" queue
Agent has RW rights to the "users" queue
The Agent does not get an email on new tickets that come into the default Raw queue
If we change the "Owner" of the ticket to the agent then he gets an email.
We just need all agents to be email notified of new emailed tickets that go to the default Raw queue.
What are we missing.
We have a FQDN
valid email address
exchange connector
When we send email to OTRS we get a response back
Created one agent and he is part of group "users"
All tickets come into the "Raw" queue
Agent has RW rights to the "users" queue
The Agent does not get an email on new tickets that come into the default Raw queue
If we change the "Owner" of the ticket to the agent then he gets an email.
We just need all agents to be email notified of new emailed tickets that go to the default Raw queue.
What are we missing.
Re: Unassigned que
It was simply Admin > Agents > Username > My Queues
Adding "Raw"
Case solved
Adding "Raw"
Case solved