Agent who created the ticket notification

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lis9
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Agent who created the ticket notification

Post by lis9 »

Hi all!
I want to send a notification to agent who created the ticket. Since version 6 otrs has got such function. Unfortunately adding such option to notification causes no action at all in system. I'm sure otrs passes thru this definition, because when I add an specific agent name, notification will be sended.
Should I turn any additional options in system config to use this "agent who created the ticket" notification?

Best regards!
christianclavet
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Re: Agent who created the ticket notification

Post by christianclavet »

Hi! It should not. I have set notifications to agent that created the ticket and agents that are subscribed to the queue, and it work well.
Can you check the log and the ticket history?
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lis9
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Re: Agent who created the ticket notification

Post by lis9 »

No signs of malfuncion in communication log. History of ticket looks like the event didn't occured.
I'll try to restart services including httpd at sunday (closest maintenance window).

Thank you very much for testing it for me :)
reneeb
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Re: Agent who created the ticket notification

Post by reneeb »

The notification won't be sent when the recipient is the agent who triggers the notification...
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lis9
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Re: Agent who created the ticket notification

Post by lis9 »

reneeb wrote: 16 Sep 2018, 09:12 The notification won't be sent when the recipient is the agent who triggers the notification...
It's why I'm testing on three different agent acounts
Despite of restart, upgrade to 6.0.10, still haven't got solution. :(
Maybe this depends on some specific agent account notification settings?
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