Don't send TicketOwnerUpdate Notification for a queue

Moderator: crythias

Post Reply
Gunjan
Znuny expert
Posts: 228
Joined: 09 Dec 2013, 06:37
Znuny Version: 3.3.x

Don't send TicketOwnerUpdate Notification for a queue

Post by Gunjan »

Hi,

I am using otrs 3.3.12. When an owner is updated for a ticket, agent gets the notification 'Ticket has been assigned to you!'. For a particular queue, I have created a custom message for this. So, I want that when Ticket owner gets updated, only custom notification should go to agent. Right now both the notfications have been sent together on owner update. How can I disable the default notification for that particular queue?

Thanks & Regards,
Gunjan
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Don't send TicketOwnerUpdate Notification for a queue

Post by wurzel »

Hi,

use latest version, there you can configure this.

Regards
Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- Ich beantworte keine Forums-Fragen PN - No PN please

I won't answer to unfriendly users any more. A greeting and regards are just polite.
Gunjan
Znuny expert
Posts: 228
Joined: 09 Dec 2013, 06:37
Znuny Version: 3.3.x

Re: Don't send TicketOwnerUpdate Notification for a queue

Post by Gunjan »

Hi,

Thanks for the reply, but I have to do this on the installed version. Is there any way to do it for that version?

Regards,
Gunjan
jojo
Znuny guru
Posts: 15019
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: Don't send TicketOwnerUpdate Notification for a queue

Post by jojo »

No. Please update!
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Gunjan
Znuny expert
Posts: 228
Joined: 09 Dec 2013, 06:37
Znuny Version: 3.3.x

Re: Don't send TicketOwnerUpdate Notification for a queue

Post by Gunjan »

Could anyone please let me know how can I configure this in latest version?
nedmaj
Znuny expert
Posts: 167
Joined: 26 Nov 2014, 20:34
Znuny Version: 6.3.4
Real Name: Samuel Casimiro
Company: Câmara dos Deputados
Contact:

Re: Don't send TicketOwnerUpdate Notification for a queue

Post by nedmaj »

With the lastest version (version 4 also works) you no longer need an extra notification to customize its message. You could customize the default notification.
Samuel

Znuny 6.3.4 | OTRS 5.0.17
OS: Debian 11 | CentOS 6.5
Database: Postgres | Oracle 12.1
Number of agents: 450 | Number of customers: 20000 | Number of CIs: 30000
Post Reply