Ticket notification to queue mail address

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ruzzetto
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Ticket notification to queue mail address

Post by ruzzetto » 01 Aug 2018, 16:08

Hello,
it's possible to send an email to the email address of specific queue when a new ticket is created?

A team in my company working with otrs asked me to receive notifications on a shared email and not personal ones.

Thanks,
Fabio

jojo
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Re: Ticket notification to queue mail address

Post by jojo » 01 Aug 2018, 16:30

Makes no sense. The queue has the address and not the team. So an "old" shared address now points to otrs and not the team anymore. Thats the idea of a ticket system
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ruzzetto
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Re: Ticket notification to queue mail address

Post by ruzzetto » 01 Aug 2018, 16:34

jojo I'm sorry probably I did not express myself well. They want notification to be sent to queue address

jojo
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Re: Ticket notification to queue mail address

Post by jojo » 01 Aug 2018, 22:43

a notification triggered by a ticket in the queue should go back to the queue? This would create a mail loop and makes no sense as I already said.
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

ruzzetto
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Posts: 175
Joined: 14 Apr 2017, 10:53
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Re: Ticket notification to queue mail address

Post by ruzzetto » 10 Aug 2018, 10:57

Ok I'm gonna try to explain better:

I belong to a queue (Network) that has email address network@mycompany.com. When a new ticket is opened I receive a mail in my personal inbox because I flagged ticket notifications in my preferences. Another team would want receive notification mail into gruop mail instead personal mail.

But probably I understood your doubts...I use only one email address for otrs to send notification, so for this reason you can't understand my request :)

Is that the issue?

skullz
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Re: Ticket notification to queue mail address

Post by skullz » 15 Aug 2018, 05:15

1. Create email group
2. on OTRS > Ticket Notification > Additional recipient email addresses: group email address ?

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