Hi Leonard, On Tue, Aug 02, 2005 at 06:57:06PM +0200, Léonard Wauters wrote: >We are currently massively using notification messages from OTRS (the >ones that are set in Admin area / notifications). I found that the >automatic sending different messages are controlled in these menus (tell >me if I'm wrong) : > >Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " >Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " >Client:StateUpdate : In the Queue menu, setting "Customer State Notify: "
Yes ;).
>Agent:AddNote : (?)
This drops a notification to specifyed agents if a note is created for a
ticket. For example all involved agents for a ticket can be notifyed.
>Agent:Escalation : (?)
This notification will be send out automaticly to agents, if a
ticket escalates and the agent has the queue with this ticket in "My
queues".
>Agent:FollowUp : In the user preferences, Follow up notification item
>Agent:LockTimeOut : In the user preferences, Ticket lock timeout
>notification item
>Agent:Move : In the user preferences, Move notification item
>Agent:NewTicket : In the user preferences, New ticket notification item
Yes, right ;).
>Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: "
No, this notification informs the agent and not the customer about a
owner update.
>Agent:PendingReminder : (?)
This notification is send out automaticly if the pending time has been
reached for a ticket.
>So, it seems that the same parameter (Queue menu, setting "Customer
>OwnerNotify") is used for notifying both clients and agents.
No :).
>But, in my case, I do not want clients to be notified of a OwnerUpdate.
Then you have to change this in the setting for the queue, where you not
want this notifications. Notifications for owner updates are queue
based.
Best regards,
Christian
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