Agent Notifications not working?

[bleitner]

I'm trying to understand what Agent Notifications are in the Admin area under Ticket Settings. It was my understanding that they're default notifications that are sent to Agents upon events. For instance, Agent::NewTicket would send out an email notification when a new ticket is created. Is that accurate?

If so, it doesn't seem to be working for me. I can create Notification (Event) based on the same event - Create Ticket, and an email notification will be sent so I know emails work. And if I look in the System Log I don't see that any notifications are send except the one's I've defined.

Is something not working as expected or are the Agent Notifications for something else?

Thanks,
Bob

[crythias]

Agents get notifications if they have notifications enabled in preferences, and they have the particular queue highlighted in their My Queues.

[bleitner]

Ok, thank you, that worked. Is there anywhere to globally set those for agents/groups?

I assume that there are no customer notifications pre-configured, like an email replay to a customer who opened a ticket, and have to be configured in the Notification (Event) area?

Thanks,
Bob

[crythias]

Is there anywhere to globally set those for agents/groups?

No, because it's user preferences. At least, as far as I can tell, unless you want to edit the database or something.

I assume that there are no customer notifications pre-configured, like an email replay to a customer who opened a ticket, and have to be configured in the Notification (Event) area?

NotificaTionS (generally) go to ageNTS.
(auto)ResponseS (assigned to queues) go to customeRS.
OK, so it's a lousy mnemonic. You'll probably never forget it, but ...

The AutoResponse, if any, assigned to a queue in which a new ticket is created determines whether the customer gets notification about the ticket.
A *response* (or Reply) is a template that you'd use in <that word> to a customer.

[bleitner]

NotificaTionS (generally) go to ageNTS.
(auto)ResponseS (assigned to queues) go to customeRS.
OK, so it's a lousy mnemonic. You'll probably never forget it, but ...

Ah ha, you're right, I'll never forget it! Helps explain a lot actually, thank you