Hi
In my OTRS I have some queues, for default all tickets are assigned to one queue, but depending some parameters the Agent is in charged of moving those tickets from one queue to another one.
What I want is that when an agent moves a ticket from queue, to notify the agent or agents of the new queue by email. I have configured those notifications on Ticket Notifications-> TicketQueueUpdate and NotificationMove to notifiy all the new agents from the new queue, but they dont work properly.
Anyone has any idea? I have assigned for each agent the queues on Notifcations Preferences and also I have enabled the option AgentSelfNotificationOnAction to be able of sending notifications to me, because I'm included in all the queues.
Thank you.
Ticket Move Notification to agents
Moderator: crythias
Re: Ticket Move Notification to agents
I have found which is the PROBLEM but not which is the SOLUTION...
The problem is that the system doesn't send mails to corporatives or system mail accounts, therefore this notifications dont arrive to the agent.
If I put a second account for each agent the notification arrives perfectly.
Is there any option to allow sending mails to system accounts?
(PD: I have alredy enable AgentSelfNotifyOnAction.)
The problem is that the system doesn't send mails to corporatives or system mail accounts, therefore this notifications dont arrive to the agent.
If I put a second account for each agent the notification arrives perfectly.
Is there any option to allow sending mails to system accounts?
(PD: I have alredy enable AgentSelfNotifyOnAction.)
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jff
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Re: Ticket Move Notification to agents
Hi,
Do you have valid e-mail accounts for your queues?
If you have the system address as otrs@localhost oy anything without a proper e-mail account this will not work.
What is listed on communication log?
Do you have valid e-mail accounts for your queues?
If you have the system address as otrs@localhost oy anything without a proper e-mail account this will not work.
What is listed on communication log?
Re: Ticket Move Notification to agents
Yes I have valid mail accounts on all the queues.
On Communication log there is nothing because the Notification isnt sent to agents accounts, for the rest of accounts yes.
This happens because I cant send any message/mail/ticket to agents accounts. When I try to do that, this error message appears:
On Communication log there is nothing because the Notification isnt sent to agents accounts, for the rest of accounts yes.
This happens because I cant send any message/mail/ticket to agents accounts. When I try to do that, this error message appears:
This address is registered as system address and cannot be used: Example example@example.com
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crythias
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Re: Ticket Move Notification to agents
Agents receive notifications if they have the checkbox in their MyPreferences regarding the action, and they have the queue selected in "My Queues" ... or else, there is a Notification that alerts them on the change.
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Baeckerjunge
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Re: Ticket Move Notification to agents
This notification works for the agents of the new queue. I tried to configure a notification for the agents of the "old" queue. But it ssems this is not possible. Any idea anyone?