Hi,
i'm completing my otrs customization and i'm simulating agents and customers behaviours. All the times as customer i create a ticket i receive a mail notification. But, as agent, when the ticket is routed to the code where agent belongs i never receive an email, even when i lock the ticket.
Is there something to enable?
Agent mail notifications
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reneeb
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Re: Agent mail notifications
Did you check that the ticket notifications work generally (add a third party mail address to the ticket notifications)? Did the agents select some queues in the preferences? Are there any messages in the log file(s)?
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ruzzetto
Re: Agent mail notifications
ok some agents have no queue under "my queues" in preferences page. But i don't want let agents to choose, so i'd like to disable that parameter from preferences and manage by me centrally. In my logic every agent belonging to a queue should receive an email once a new ticket is created to that queue or moved from another one.
thanks
thanks