Hello,
I'm using otrs 2.0.4 and have a question about notification of new tickets.
When I create a new ticket via Email and PostMasterPop3 fetches it, every
agent who is in the group of the queue the Email-Address points to gets a
notification.
But when a customer creates a new ticket nobody gets notified.
I had a look in the code and found out that $self->{GroupObject} is the reason
for that behaviour. When a Customer creates a ticket $self->{GroupObject} is
an instance of Kernel::System::CustomerGroup and when PostMaster creates a
ticket it is an instance of Kernel::System::Group (in
Kernel::System::Ticket.pm).
As far as I understand it the ticket tries to send notifications to all
members of the group of the queue and gets the agent/user objects from the
context of $self->{GroupObject}. Now if that is a
Kernel::System::CustomerGroup no agent/user will be found and no notification
will be issued.
But I cannot understand why agents will be notified when a customer creates a
ticket via web and all agents will be notified otherwise. Or is this designed
by concept and I just got something wrong or can I change that behaviour?
Thanks for you help.
Regards Marc.
--
Gruss / Regards,
Marc Grimme
Phone: +49-89 121 409-54
http://www.atix.de/
**
ATIX - Ges. fuer Informationstechnologie und Consulting mbH
Einsteinstr. 10 - 85716 Unterschleissheim - Germany
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