Hello there,
I have setup a new queue and group for a separate department, we will call this Group and Queue C. We currently have 2 departments that are setup in OTRS with agents, groups A and B. All of a sudden now, when someone submits a ticket to this NEW queue C, group B is also getting Email alerts even though they don't have access to the queue. Group A has no access to the group C queue and does not receive any incorrect alerts. It seems like I have spent weeks trying to track down where in the config there is a problem, but I can't seem to find anything that looks like it might be configured wrong.
Please let me know if you need to see any of my configs or anything.
Thanks!
New Ticket Email's sent to wrong group <SOLVED>
Moderator: crythias
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iweissenberger
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New Ticket Email's sent to wrong group <SOLVED>
Last edited by iweissenberger on 13 Apr 2011, 17:09, edited 1 time in total.
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crythias
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Re: New Ticket Email's sent to wrong group
If they are getting alerts, it is either because they have personal notifications turned on for Queue C or Notification (Event) includes all agents.
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iweissenberger
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Re: New Ticket Email's sent to wrong group <SOLVED>
I figured it out!crythias wrote:If they are getting alerts, it is either because they have personal notifications turned on for Queue C or Notification (Event) includes all agents.
Thank you for your reply. I know I had checked over the notification settings about a hundred times and everything was setup correctly. But it dawned on me that group B had one thing that was different about them. Previously they had been setup as users in the OTRS system using their Pre-2000 logon usernames to access the admin inteface. Recently, we got everyone in the company off of Pre-2000 logons and setup with a different username scheme (first initial followed by last name). Since they still had those old usernames in OTRS, I thought by marking them as invalid would have made them disabled, apparently not. What still doesn't make sense to me is the old usernames were still only part of Group B and queue B, so why their old users were making them receive the wrong notifications is still beyond me! All I did was go into all of the old users and turned off all notifications and removed them from the Group C queue, now the problem is non-existent.
Bug? I don't know, but at least I have it figured out.
Thanks!