I want to disable the default ticket notifications that otrs does without disabling out customs ones.
i've tried disabling them from GenericAgent.pm but it ends up disabling all the ticket notifications including our custom ones.
anyway to choose which ticket notifications get sent specifically?
Disable Default Ticket Notifications
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- Znuny wizard
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Re: Disable Default Ticket Notifications
Some notifications as Owner-, Responsible-Update cannot be disabled without modification of methods as Kernel::System::Ticket::TicketOwnerSet,RagnaXBL wrote:I want to disable the default ticket notifications that otrs does without disabling out customs ones.
i've tried disabling them from GenericAgent.pm but it ends up disabling all the ticket notifications including our custom ones.
anyway to choose which ticket notifications get sent specifically?
Kernel::System::Ticket::TicketResponsibleSet or their calls, respectively. Others are configured by the agents preferences, while the completely configurable event based notifications needs to be set up first. So you should be more specific on which notifications you actually want to disable, in order to get some advice.
regards, T.
--
KIX 17.x (fork of OTRS)
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KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
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Re: Disable Default Ticket Notifications
Specifically i want to disable the notifications that send before a ticket escalates as we have our own custom
under the admin panel there is a section called Agent Notifications
These are the two notifications i want to disable:
Agent::Escalation
Agent::EscalationNotifyBefore
There doesn't seem to be any option to disable the notifications in the menu.
under the admin panel there is a section called Agent Notifications
These are the two notifications i want to disable:
Agent::Escalation
Agent::EscalationNotifyBefore
There doesn't seem to be any option to disable the notifications in the menu.
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- Znuny wizard
- Posts: 315
- Joined: 09 Jan 2007, 15:24
- Znuny Version: OTRS 5.0.x
- Real Name: Torsten
- Company: c.a.p.e. IT GmbH
- Location: Chemnitz
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Re: Disable Default Ticket Notifications
uncomment the coresponding section for escalation module in Kernel/Config/GenericAgent.pmRagnaXBL wrote:Specifically i want to disable the notifications that send before a ticket escalates as we have our own custom
under the admin panel there is a section called Agent Notifications
These are the two notifications i want to disable:
Agent::Escalation
Agent::EscalationNotifyBefore
There doesn't seem to be any option to disable the notifications in the menu.
regards, T.
--
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
Re: Disable Default Ticket Notifications
that can't be right
there are only two settings list in the GenericAgent.pm
GenericAgent job that sends escalation notifications
and
GenericAgent job that triggers escalation forewarn and escalation start events
as stated earlier i've tried disabling these two setting and it disables ALL notifications that run on a tickets escalation including the custom ones we've made. is there a way to disable only the notifications sent by OTRS?
there are only two settings list in the GenericAgent.pm
GenericAgent job that sends escalation notifications
and
GenericAgent job that triggers escalation forewarn and escalation start events
as stated earlier i've tried disabling these two setting and it disables ALL notifications that run on a tickets escalation including the custom ones we've made. is there a way to disable only the notifications sent by OTRS?
-
- Znuny wizard
- Posts: 315
- Joined: 09 Jan 2007, 15:24
- Znuny Version: OTRS 5.0.x
- Real Name: Torsten
- Company: c.a.p.e. IT GmbH
- Location: Chemnitz
- Contact:
Re: Disable Default Ticket Notifications
Have you tried to disable only GenericAgent job that sends escalation notifications? I guess not. The other one just fires an event, but does nothing if there's no event based notification configured.RagnaXBL wrote:that can't be right
there are only two settings list in the GenericAgent.pm
GenericAgent job that sends escalation notifications
and
GenericAgent job that triggers escalation forewarn and escalation start events
as stated earlier i've tried disabling these two setting and it disables ALL notifications that run on a tickets escalation including the custom ones we've made. is there a way to disable only the notifications sent by OTRS?
regards, T.
--
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
KIX 17.x (fork of OTRS)
Professional KIX-, or OTRS-integration, development and consulting by c.a.p.e. IT - http://www.cape-it.de
For questions and hints regarding KIX(4OTRS) please go to https://forum.kixdesk.com/
Bei Fragen und Hinweisen zu KIX(4OTRS) bitte an https://forum.kixdesk.com/ wenden.
Re: Disable Default Ticket Notifications
Thanks i'll give it a try and see if it makes a differencetto wrote:Have you tried to disable only GenericAgent job that sends escalation notifications? I guess not. The other one just fires an event, but does nothing if there's no event based notification configured.RagnaXBL wrote:that can't be right
there are only two settings list in the GenericAgent.pm
GenericAgent job that sends escalation notifications
and
GenericAgent job that triggers escalation forewarn and escalation start events
as stated earlier i've tried disabling these two setting and it disables ALL notifications that run on a tickets escalation including the custom ones we've made. is there a way to disable only the notifications sent by OTRS?
regards, T.
Re: Disable Default Ticket Notifications
Hi,
I am using otrs 3.3.12. and I want to bypass the ticket owner update notification with custom notification only for a queue. Is it possible to do so?
Thanks & Regards,
Gunjan
I am using otrs 3.3.12. and I want to bypass the ticket owner update notification with custom notification only for a queue. Is it possible to do so?
Thanks & Regards,
Gunjan