Event notification sent to groups?

[pekkaar]

Hi There,

does anybody know how is it possible to send an event notification to a specific OTRS group?

In v2.4.7 there is a "Group based recipients" box, but the 4 items in there are not changeable, and neither of them provide what I seek:

• Agent [all with write permission] -- this will send a notification to ALL AGENTS with wr permission. This is silly, one can have multiple teams of agents working on totally separate queues in parallel. I will obviously not wish to send all notifications to all agents...
• Agent [owner] -- in my case this is also not good, the original owner of each ticket is OTRS itself (otrs@localhost) so there is no point in this either for i.e. TicketCreate events...
• Agent [Responsible] -- for TicketCreate events, this has no meaning either as there is not yet a human agent responsible. Besides, I wish to send a notification to ALL agents registered for this queue.
• Customer -- well, for TicketCreate events, this is no-go, I need to notify the agents, not the Customers.

So the question is whether there is any method to add group entries into this list box?

Thanks,
Peter

[crythias]

What event would you like to trigger such notification? Note that Admin Notification can be used for manual sends to Queues, and certain preferences can be enabled for members of queues (Agents) to receive notifications.