Sending e-mail after ticket creation

[rikdejong1993]

Hi there,

First of all, I'm really enjoying OTRS as a helpdesk employee. We've recently downloaded OTRS and are prepairing it for production.

I've been struggling with 1 thing tho. Here's what i want to do:
In OTRS we have 3 queue's, lets call them Queue A, B, and C.
When an Agent creates a new ticket in queue B, an email is sent to the customer who's name is on the ticket (this is working using an auto-reply)
Also, the Agent that is assigned to that ticket is receiving an e-mail (this is also working)
Here's the thing. I want our helpdesk to always get an e-mail when there is a new ticket, disregarding the queue that it's in.

I've tried to configure an Admin Notification Event ( Ticket settings > Notifications) but that doesn't work somehow. I've created an Agent called Helpdesk (email=helpdesk [AT] ourcompany [DOT] nl) and pointed that the notification has to be send to that e-mail every time a ticket gets created. But that doesn't work.
The default system e-mail is helpdesk [AT] ourcompany [DOT] nl

Could you guys help me out here?

Kind regards,

Rik

[crythias]

Agents get notifications if Notifications Yes and queues highlighted in preferences my queues.

[rikdejong1993]

Hi,

Thanks for answering.

I've highlighted the preferences in My Queue's and selected yes for sending e-mail for the helpdesk agent.

But this didnt change anything.

What should i configure in the Notification (event) so that the mail can be send?
Or should something else be configured?

i.e.
What should the following value's be?
- Recipient Group( I'm thinking about leaving this blank, since i dont want the agent thats on the ticet or the customer to receive the email)
- Recipient Agents(should this point to the Helpdesk or to the one thats on that ticket?)
- Recipient Roles
- Queue

Thanks in advance,

Rik

[crythias]

I want our helpdesk to always get an e-mail when there is a new ticket, disregarding the queue that it's in.

You can try something like this: viewtopic.php?f=53&t=15628

If a customer opens a ticket, the ticket is new and unlocked and all agents with the queue highlighted in My Queues will get notification of a new ticket.

OTOH, if an agent opens a ticket, the ticket is usually "open" and "locked" -- by default, locked/owner to the agent who opened the ticket, or to the owner assigned to the ticket. Since locked, if the agent opening the ticket = owner, no notification goes anywhere. If agent != owner, owner gets notified of ticket assignment. Since the ticket is already locked and assigned, the default aspect is that, really, nobody else needs to know. I don't necessarily think that's always correct, so ... link above.

[rikdejong1993]

Ahh thanks! that did the trick for me!