Who gets PendingReminder notifications?

[johnl]

Hi, probably this is trivial, but I don't understand who gets the "pending reminder" notifications if a ticket is unlocked and the pending reminder time is reached. In http://doc.otrs.org/3.0/en/html/states.html, it says that

After the pending time has expired, the ticket owner will receive a reminder email concerning the ticket. If the ticket is not locked, the reminder will be sent to all agents in the queue.

What does "agents in the queue" mean? Agents who have the queue in their "My Queues" selection?

[crythias]

Agents who have the queue in their "My Queues" selection?

Yes. Do you encounter something different?

[johnl]

Yes. Do you encounter something different?

Thanks for the reply. Well, sort of. I set the state of a ticket (owned by me) to pending reminder without locking it. Based on http://doc.otrs.org/3.0/en/html/states.html, I expected that I wouldn't get notified (I do not have the queue in "my queues"). However, I also got a notification (along with another agent). Is the owner always included?

[crythias]

Is the owner always included?

It appears so, but this may be broader than "My Queues" because it's a reminder, and OTRS tends to be more diligent on unlocked reminders (you don't have an on/off switch for them in preferences) so I'm guessing it's group level (attached to queue) but haven't looked it up.

[johnl]

It appears so, but this may be broader than "My Queues" because it's a reminder, and OTRS tends to be more diligent on unlocked reminders (you don't have an on/off switch for them in preferences) so I'm guessing it's group level (attached to queue) but haven't looked it up.

Hmm, thanks again. Do you know how I could find that out? When you say "group level," would that mean "my queues" wouldn't have an effect? What does not happen here is that all users with RW access to the queue get notified.

[crythias]

What does not happen here is that all users with RW access to the queue get notified.

This is important information :), and it's something that would be hard to reply to until we understood what you want to happen versus what actually is happening.
I was under the assumption that it was too broad, but then it's probably owner+My queues.

[johnl]

What does not happen here is that all users with RW access to the queue get notified.

This is important information , and it's something that would be hard to reply to until we understood what you want to happen versus what actually is happening.
I was under the assumption that it was too broad, but then it's probably owner+My queues.

Ok, thanks, I see. I have to check this with more agents. Probably-owner + my queues seems to make sense as far as I can see.