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
Agent Owner Update Notification
Moderator: crythias
-
rutulthakkar
- Znuny newbie
- Posts: 3
- Joined: 17 Jan 2019, 20:29
- Znuny Version: OTRS6
- Real Name: Rutul Thakkar
Re: Agent Owner Update Notification
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
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
- Administrator
- Posts: 3960
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Agent Owner Update Notification
Hi,
Maybe it's the SysConfig setting AgentSelfNotifyOnAction you're looking for.
- Roy
Maybe it's the SysConfig setting AgentSelfNotifyOnAction you're looking for.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
rutulthakkar
- Znuny newbie
- Posts: 3
- Joined: 17 Jan 2019, 20:29
- Znuny Version: OTRS6
- Real Name: Rutul Thakkar
Re: Agent Owner Update Notification
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
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
- Administrator
- Posts: 3960
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Agent Owner Update Notification
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:
And I attached the exported notification, use the import featue if you like.
- Roy
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:
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.
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
rutulthakkar
- Znuny newbie
- Posts: 3
- Joined: 17 Jan 2019, 20:29
- Znuny Version: OTRS6
- Real Name: Rutul Thakkar
Re: Agent Owner Update Notification
Hi Roy,
Thank you for responding and providing the YAML.
My problem is this - I have setup the notification as you mentioned and I also imported the one you provided. Now, if I change Assign To agent to someone else (or even myself), I expect an email to be triggered to that new person / agent notifying them that they have been now assigned a ticket. This email notification does not get triggered. I see in Ticket history that it record OwnerUpdate event but it does not trigger any email notification to the person who is now Assigned To. I want to know why it does not? If this is a standard behavior? How can change it so that it does trigger an email.
I appreciate your help and input!
Thanks,
Rutul
Thank you for responding and providing the YAML.
My problem is this - I have setup the notification as you mentioned and I also imported the one you provided. Now, if I change Assign To agent to someone else (or even myself), I expect an email to be triggered to that new person / agent notifying them that they have been now assigned a ticket. This email notification does not get triggered. I see in Ticket history that it record OwnerUpdate event but it does not trigger any email notification to the person who is now Assigned To. I want to know why it does not? If this is a standard behavior? How can change it so that it does trigger an email.
I appreciate your help and input!
Thanks,
Rutul
root wrote: ↑07 Nov 2020, 17:01 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