Disable "Move Ticket to new queue" Notify if owner assigned

[kbuchanan]

OTRS is sending a notification to all members of a queue when a ticket is moved into that queue. However, if the ticket already has an owner, then I DO NOT want it to send a notification.

The problem, is that every member of the queue is getting a notification about the "ticket move", even though there is an owner. This isn't necessary. If the owner is the default (system email) owner, then I DO want to send a notification.

It is annoying that queue members are being notified of a ticket move, even though there is an owner. The members of the queue should only be notified if there ISN'T a real agent assigned as the owner...otherwise, there are too many false notifications and they are ignored.

...suggestion?

[crythias]

Make sure the ticket is not Unlocked on move (see SysConfig).

[kbuchanan]

It is locked and assigned to an agent.

Thanks

[crythias]

It is locked and assigned to an agent.

Yes, I believe you that the ticket is locked and assigned to an agent, but the act of moving the ticket may unlock the ticket.

[kbuchanan]

Ah....I will check that.

[kbuchanan]

ok - i checked, and the ticket was being "unlocked. SO...I changed the following settings, and NOW the ticket is staying locked when it is moved to another queue. However, all queue members are still receiving a notification that the ticket is moved into their queue.

Ticket::EventModulePost###910-ForceUnlockOnMove - unchecked
Ticket::EventModulePost###120-ForceOwnerResetOnMove - unchecked
Ticket::PendingNotificationOnlyToOwner - Yes

[crythias]

I thought it was only going to announce on unlock, but apparently this is a per-agent preference "Notification when a ticket is moved into MyQueues"

# send move notify to queue subscriber
if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' )

perhaps (untested, but it makes sense to me):

# send move notify to queue subscriber
if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' && ($Ticket{Lock} == 'unlock'))

might help, or turn off move notification in prefs.

[kbuchanan]

I do want notifications if the ticket is unlocked, so your "code suggestion below" does sound logical. Where do I make this change?

I thought it was only going to announce on unlock, but apparently this is a per-agent preference "Notification when a ticket is moved into MyQueues"

# send move notify to queue subscriber
if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' )

perhaps (untested, but it makes sense to me):

# send move notify to queue subscriber
if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' && ($Ticket{Lock} == 'unlock'))

might help, or turn off move notification in prefs.

[crythias]

in Kernel/System/Ticket.pm
in sub TicketQueueSet

[kbuchanan]

I found it and tested it, but that doesn't work. Is LOCK the correct reference?

[kbuchanan]

This worked:

change Ticket.pm to include the portion bolded:
if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' && ($Ticket{LockID} == '2'))

it didn't like referencing $Ticket{Lock}, but it DID work with $Ticket{LockID}. I would rather NOT have to modify Ticket.pm...but that seems to be the only solution for now.

Thanks for your assistance.