Agent Owner Update Notification

Moderator: crythias

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splicelid
OTRS newbie
Posts: 6
Joined: 28 Mar 2019, 12:44
OTRS Version?: 6.0.19
Real Name: Milen

Agent Owner Update Notification

Post by splicelid »

Hi, as an agent when I pick up a ticket, I do not receive an email notification, but all other agents receive an email notification. Is there a way to change this so that I, as the ticket-owning agent, receive an email notification?

OTRS 6.0.19

rutulthakkar
OTRS newbie
Posts: 2
Joined: 17 Jan 2019, 20:29
OTRS Version?: OTRS6
Real Name: Rutul Thakkar

Re: Agent Owner Update Notification

Post by rutulthakkar »

Hello Community,

Any suggestions? I have setup Ticket Notification to added a notification based on TicketOwnerUpdate but it still does not trigger the email notification. Please help.

Thanks,
Rutul Thakkar

root
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Re: Agent Owner Update Notification

Post by root »

Hi,

Maybe it's the SysConfig setting AgentSelfNotifyOnAction you're looking for.

- Roy
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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rutulthakkar
OTRS newbie
Posts: 2
Joined: 17 Jan 2019, 20:29
OTRS Version?: OTRS6
Real Name: Rutul Thakkar

Re: Agent Owner Update Notification

Post by rutulthakkar »

Hello Roy,

Thank you for quick suggestion. Configuration AgentSelfNotifyOnAction is enabled. The scenario I am encountering is I am changing the Assign To (Owner) to someone else. The other user should receive the notification that they are now assigned to the ticket but it is not triggered. I see in ticket history that 'OwnerUpdate' is recorded but notification is not triggered. I have added the queues in My Queue area as well. Still it is not triggering the notification.

Thanks,
Rutul Thakkar

root
Moderator
Posts: 2386
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: Agent Owner Update Notification

Post by root »

Hi,

I really don't know what thee problem is. Excatly for your describe use case, there is a default ticket notification with every new installation called 'Ticket owner update notification'. Looks like this:
2020-11-07 at 3.51 PM.png
And I attached the exported notification, use the import featue if you like.

- Roy
You do not have the required permissions to view the files attached to this post.
OTRS 5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Do you need professional services for the ((OTRS)) Community Edition? Check out https://www.znuny.com/

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