Ticket update notification

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jschlueter
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Ticket update notification

Postby jschlueter » 03 Nov 2017, 15:04

Currently the agent doesn't receive a email notification when a customer add information to the ticket. We have to monitor the Queue and wait for a star to show up. Is there a setting somewhere to turn that on so an agent does receive an email? Thanks for your help

reneeb
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Re: Ticket update notification

Postby reneeb » 04 Nov 2017, 18:43

The agent should subscribe to the queue ("My Queues" in the agents' preferences)
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jschlueter
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Joined: 16 May 2012, 18:50
OTRS Version?: 3.1.7
Real Name: Justin Schlueter
Company: Kimberly Area School District

Re: Ticket update notification

Postby jschlueter » 06 Nov 2017, 03:46

Thanks for the reply. They are subscribed but when you pointed me in that direction, I see that each agent can say whether to receive messages on follow ups. This is exactly what I was looking for. I was just thinking it would be a system setting rather than having to check to settings for all agents. Thanks for the help.

root
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Re: Ticket update notification

Postby root » 06 Nov 2017, 08:17

Hi Justin,

This is just the default configuration. You can adjust the settings to your needs, e.g. activate by default or remove the possibility that agents are able to enable/disable a notification. Check out the Ticket Notifications.

- Roy
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