Ticket Move to new queue, new owner notification

[darshakamodi]

Hello, When we move ticket to another queue, the new queue has same owner, but there are other members involved in that queue group.

All those members are not getting New ticket notification , which generally should be received if any ticket arrives in a queue.
Is this normal behavior ? How can I set so other group members of new queue also get notification of ticket ?

[crythias]

SysConfig unlock on move.

[darshakamodi]

Thanks Cythias.

ForceUnlockOnMove is already set. Is that the same parameter you pointing ?

[crythias]

ForceUnlockOnMove is already set. Is that the same parameter you pointing ?

Yes, and I'm assuming also that the agent preferences are set to yes and the destination queue highlighted in agent preferences My Queues.

[darshakamodi]

Yes that is set. For all normal auto-response it shows in articles too. But when old queue changed to new queue, no such notification visible in articles/zoom view too.

Ticket move notification to current group is working.

[crythias]

I'm sorry. I must have missed what you're asking...

When we move ticket to another queue, the new queue has same owner, but there are other members involved in that queue group.

All those members are not getting New ticket notification , which generally should be received if any ticket arrives in a queue.

If the ticket is unlocked on move, users should be notified if they're listening for it in their my queues in the new queue.

But when old queue changed to new queue, no such notification visible in articles/zoom view too.

This wouldn't be in the articles/zoom view. It's an internal (to-agent) notification. I don't think you're going to see any article for new ticket notification either. Ticket History would show something, as would logs.

Ticket move notification to current group is working.

This would mean the answer to the topic is solved.

[darshakamodi]

sorry but, The third point, current group means old group for ticket move notification.
However what I understand is ,it should send new ticket notification to new queue group members.

[crythias]

it should send new ticket notification to new queue group members

Group membership doesn't mean the agents will receive notification.