Watch Notification [SOLVED]

Moderator: crythias

Locked
SLESSARD
Znuny advanced
Posts: 119
Joined: 12 Jan 2011, 22:35
Znuny Version: 4.x.x.x.x
Company: Self-Employed

Watch Notification [SOLVED]

Post by SLESSARD »

I got some users with Watch Notification set to YES;
Subscription to tickets is confirmed;
But they don't receive follow-up notification for their Watch ticket if that ticket is not in their Preferred Queues??

I am under the impression that Watch Notification will be activated on any activity regardless of your preferred Queues ??

Assuming proper notification is configured which is because all is ok when Queue specific activity occurs

Any Idea ??
Last edited by SLESSARD on 16 Jun 2011, 20:53, edited 1 time in total.
OTRS 4.0.11
Ubuntu 15.04
MySQL Database, PHP5, Apache (LAMP server bundle)
SLESSARD
Znuny advanced
Posts: 119
Joined: 12 Jan 2011, 22:35
Znuny Version: 4.x.x.x.x
Company: Self-Employed

Re: Watch Notification

Post by SLESSARD »

Anybody encountered this one before ??

I'm having notification issue also with LockTimeOut Notification, disabled from everywhere (I believe) and keeps coming in. Users have their preference set to no for Unlock timeout and the notification still come in

Any help / clue is appreciated

Thanks!
OTRS 4.0.11
Ubuntu 15.04
MySQL Database, PHP5, Apache (LAMP server bundle)
SLESSARD
Znuny advanced
Posts: 119
Joined: 12 Jan 2011, 22:35
Znuny Version: 4.x.x.x.x
Company: Self-Employed

Re: Watch Notification

Post by SLESSARD »

Quick question as I am troubleshooting this ... should "Watchers" receive notification on a locked ticket??

What is the OTRS rule of thumb for lock tickets?? notify only owner when applicable and ignore watchers??

Maybe I need a bit of a hint on how Watch Notification is suppose to work ... ??? :?
OTRS 4.0.11
Ubuntu 15.04
MySQL Database, PHP5, Apache (LAMP server bundle)
SLESSARD
Znuny advanced
Posts: 119
Joined: 12 Jan 2011, 22:35
Znuny Version: 4.x.x.x.x
Company: Self-Employed

Re: Watch Notification

Post by SLESSARD »

Ok well here it is ... turns out that I had no Watch notification problem. I simply needed to understand how the Notification was working by default with OTRS, see what Watch Notification could do for me. Once done I had to figure out how to please my users ... DONE!!!

Most important thing, OTRS won't send notification when ticket gets locked (another problem I had because we don't want the locking feature - fixed in http://forums.otrs.org/viewtopic.php?f=61&t=9974);

Knowing that and having pretty much disabled all locking function within modules I noticed that Watch notification was triggered on:

- AgentTicketNote
- AgentTicketOwner
- AgentTicketPriority
- AgentTicketClose
- maybe more but these are the main ones we are using

But not on the AgentTicketMove. After a bit of investigation I was pleased to find that the code was providing a notification switch for agents. Around line 688
NoAgentNotify => 1,

By commenting out the line, notification are now triggered on AgentTicketMove / Watch notification (I could of probably set the option to 0 but I like commenting ;o))

Probably not the cleanest way to fix this (maybe ?!) but changes are well documented :lol:
OTRS 4.0.11
Ubuntu 15.04
MySQL Database, PHP5, Apache (LAMP server bundle)
Locked