Company Tickets & Email Notifcations

[BreadMurderer]

Hello,

I would like to disable the button for the customer to view all the company tickets - I can't seem to see this option and was wondering does it need to be done via the web page?

I am also having issues with the email notifications, I realise now that the OwnerUpdate notification only kicks off once an agent has been assigned and then assigns it to another agent. I have created a custom notification that sends a response as soon as the agent is assigned (the first assign) but not it will duplicate emails as it uses both my custom notification and the built in one. What am I doing wrong?

And it appears that at least one of the key tags doesn't seem to work properly for me but its strange - example being I add the <OTRS_TICKET_Queue> to the subject and within the body of the email. It works in the body but shows as <OTRS_TICKET_Queue> within the subject. Strange.

Any help much appreciated.

Cheers,
Dan

[crythias]

disable the button for the customer to view all the company tickets

http://forums.otrs.org/viewtopic.php?f=60&t=7531

I am also having issues with the email notifications, I realise now that the OwnerUpdate notification only kicks off once an agent has been assigned and then assigns it to another agent. I have created a custom notification that sends a response as soon as the agent is assigned (the first assign) but not it will duplicate emails as it uses both my custom notification and the built in one. What am I doing wrong?

You answered your question.

<OTRS_TICKET_Queue> to the subject

not generally something that's easy. You might be able to modify Kernel/System/Ticket.pm sub TicketSubjectBuild or anything that calls TicketSubjectBuild.

[BreadMurderer]

Thanks again for the reply - so am I to accept that the OwnerUpdate notification will only fire after the "second" assign? Our problem being is that I can assign a ticket when it arrives to agent A but they wont receive a notification at all that it has been tasked to them. That's how it looks at the moment anyway...

I'm sorting out the other stuff I mentioned as I type.

Cheers,
Dan

[crythias]

Why don't I have this as a button ... I keep typing it ...
Agents will receive notifications if they have the queues highlighted in their Preferences, My Queues and they have notifications turned on.

[BreadMurderer]

Doh! I'm sure I have seen that before too... Sorry. Let me check that and get back to you.

[BreadMurderer]

Right.... my settings have always been that and I changed it so the default settings for an agent was that. I just checked the history of a ticket I was testing on and the OwnerUpdate action triggers but sends no emails at all. I disabled my own notification task so received zip. Any ideas?

Cheers,
Dan

[crythias]

System Log says what?

Also, the agent won't receive notification of tickets he makes.

[BreadMurderer]

Aha! You have hit the nail on the head there. So I was logged in and assigned the ticket to myself and received no notification. I created another test ticket (from a user account) and assigned to a different agent, the notification then sent. Great stuff I am understanding this more.

Cheers,
Dan

[BreadMurderer]

So instead of creating a new thread I'm reviving this one - still having issues with the auto responses and namely <OTRS_TICKET_Queue>. I just don't understand how it can appear in the body but not the subject... I had a look at the file mentioned but it scared me so didn't do anything with it. Any help much appreciated.

Cheers,
Dan

[crythias]

Subjects are handled differently than the body and don't obey those rules.

[BreadMurderer]

It works on the notifications sent to agents though..... So am I basically goosed? (Have to hard code it - ewwwww)

Cheers,
Dan

[BreadMurderer]

for now I have just removed the tag and will just deal with it just now and cry