Disable Default Ticket Notifications

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RagnaXBL
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Disable Default Ticket Notifications

Post by RagnaXBL »

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?
tto
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Re: Disable Default Ticket Notifications

Post by tto »

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?
Some notifications as Owner-, Responsible-Update cannot be disabled without modification of methods as Kernel::System::Ticket::TicketOwnerSet,
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)
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/
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RagnaXBL
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Re: Disable Default Ticket Notifications

Post by RagnaXBL »

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.
tto
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Re: Disable Default Ticket Notifications

Post by tto »

RagnaXBL 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.
uncomment the coresponding section for escalation module in Kernel/Config/GenericAgent.pm

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.
RagnaXBL
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Posts: 16
Joined: 21 Jan 2015, 15:08
Znuny Version: 4.0.4

Re: Disable Default Ticket Notifications

Post by RagnaXBL »

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?
tto
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Re: Disable Default Ticket Notifications

Post by tto »

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?
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.

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.
RagnaXBL
Znuny newbie
Posts: 16
Joined: 21 Jan 2015, 15:08
Znuny Version: 4.0.4

Re: Disable Default Ticket Notifications

Post by RagnaXBL »

tto wrote:
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?
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.

regards, T.
Thanks i'll give it a try and see if it makes a difference
Gunjan
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Joined: 09 Dec 2013, 06:37
Znuny Version: 3.3.x

Re: Disable Default Ticket Notifications

Post by Gunjan »

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
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