On Wednesday 04 January 2006 10:36, Marc Grimme wrote:
> 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.
Sorry I meant a customer creates a ticket via the webinterface and
customer.pl.
>
> 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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