Email based notifications to all agents for ticket activity

[laris]

Hi all,

We have a small IT company and have been using OTRS for 3 months or so. It does everything we could hope for and are looking forward to building an ITIL framework around it in the future. At this point in time we would like for all our staff (agents) to be emailed about changes to tickets so everyone is in the loop at all times: very important to help support our small client base. This happens by default when a ticket is created (because there is no owner at this point?). One thing I have been unable to do is allow for all ticket updates trigger an email notification to all agents. As far as i can see the owner gets an update but that is it. I appreciate that for large support companies this sort of behaviour would be undesirable but I think it would be very useful for a lot of SMEs.

I understand that this functionality may be accessed via the notifications (event) module. In here you can specify the "Event" for which a notification is triggered. Unfortunately it appears that if a number of events are selected this results in multiple identical emails being sent out (due to different criteria). I am looking for a neat way to notify about updates once and only once. There may be a particular combination of events that achieves this but the event types do not appear to be documented (screenshot attached)

Any help would be appreciated

Cheers

[diginin]

Generally, I would say, article create would be enough to keep those up-to-date. There are other things like type update which do not require an article to be written. You will have to play with this a little.

[Giulio Soleni]

I should think about a way to actually do it... but you could use the "watch" functionality in a sort of a watch-on-by-default for all tickets.
I mean, you could find a way to set any ticket "watched" from every agent as soon as the ticket gets locked by one agent.
Thus every agent would receive an alert for every update of every tickets

For now, that's just an idea...

[laris]

Thanks for your comments.

Giulio, as far as i can see the "watch" functionality doesn't generate any emails.

Diginin, I believe the "articlecreate" event covers ther creation of new tickets but not the rest of the events in the life of a ticket.

I wonder if there is any documentation on what the different event types relate to in a ticket?

Ta

[crythias]

Or just unlock tickets ...