Lots of Follow up Notifications....! how to stop.....!

[yspanchal]

Hi Crythias,

Every 2 min i received followup notifications.....! something like this......!
=========================================================================
Hi Agent Name,

you got a follow up!

OTRS Notification Master <otrs.support@company.com> wrote:

<snip>
> Hi Agent Name,

> you got a follow up!

===========================================================================

& when i click fetch mail in admin section postmaster it starts sending lots of Follow Up notification like this....!

How should i stop this Followup notifications....! & i found that, notifications are in the form of new ticket....! based on tickets which are closed already & those closed tickets are not in database its deleted by generic agent. In preference section of agent i disabled the followup notifications still i m getting Notifications in form of new tickets......!

Thank you......!

[earwax]

The UI is a little clunk in the user preferences. When you are logged into OTRS (3.0), on the upper right hand corner there is your name. When you click on that, you can choose what queues you are following and what notifications to receive. You need to update those settings and those notifications will stop, but they only work PER queue. So you need to set up your settings per queue, update it, and then set the next queue, and update those settings.

[yspanchal]

Hi earwax,

i have already done what ever explained but still system account is generating followup notifications.....! how should i stop.....! & whenever anyone cretae new ticket from email it is no available to any agent.....! do u have any idea about this .....???

[crythias]

It sounds like a combination of a few things:
1) Your ticket storage isn't emptying on retrieval (?)
2) Your default action for response to closed tickets is to create new tickets.
and, later,
3) New tickets are created into a Queue to which the agents do not belong as a group.