Phone ticket notification

[gogaman]

Hi

How to make system send notification to owner agent of a phone ticket when responsible agent closes it ?

And what is the difference between Agent notification and Event notification concerning agents ?

Thanks

[micshi]

Events notifications are trigger by events that you should define them according your need.

Agent notification are predefined events notification which are already built in OTRS.

You can define notification send to owner for closed ticket (triggered by close event) in events notification area.

Thanks,

micshi

[gogaman]

You can define notification send to owner for closed ticket (triggered by close event) in events notification area.
micshi

I've done it but e-mail note for agent doesn't even appear in ticket's note list.
For tickets send via e-mail everuthing is OK. Are you sure that phone tickets don't require some extra setup ?

[micshi]

1. you can confirm whether otrs aleady send the notification or not by checking ticket's history.

2. In order received notification, the agent must select queues (which the ticket is located in) in his personal preference.

thanks,

micshi