Is that possible?

SebastianD · Post by **SebastianD** » 12 Jan 2012, 16:27

Hi,
I have two queries.

I've been struggling today to set up a notification for agents to receive an email each time customer replies to the ticket. Unfortunately I'm not able to accomplish that.
Is that possible at all? Can someone point me in the right direction?

Second one might be more complicated. Is it possible to automatically include customer local IP to the ticket? Let's say customer IP is 192.168.1.155, in the moment when he creates new ticket I would like OTRS to add and information to the ticket text to add that data.

Any help much appreciate.

Thanks

Sebastian

Post by **crythias** » 12 Jan 2012, 17:21

An Agent will receive notification of responses if the ticket is locked to him, and preferences enabled, or if the ticket is unlocked and the queue is in the Agent's My Queues and preferences enabled.

SebastianD · Post by **SebastianD** » 12 Jan 2012, 17:30

crythias wrote:An Agent will receive notification of responses if the ticket is locked to him, and preferences enabled, or if the ticket is unlocked and the queue is in the Agent's My Queues and preferences enabled.

Thanks just check the agent settings...bang right in front my eyes. I shouldn't miss it.
Thanks for your reply.
Any idea about the second query? Should i open separate post for it?

Post by **crythias** » 12 Jan 2012, 18:12

http://forums.otrs.org/viewtopic.php?f=61&t=8933

Znuny and ((OTRS)) Community Edition

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