Florian, without having a lot of experience with OTRS. I must say then you can set the config option that allows the owner to be everyone. This would then generate a mass mailing because of the owner status. It is worth a try.
Tell me if you cannot find the settings for allowing owner as everyone. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Florian Gesendet: Donnerstag, 26. Januar 2006 13:14 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Follow-ups Ok thanks for your explanation. But I would like to have the same behaviour as with notes : when an agent (owner or not) uses the "phone call" option and adds a follow-up to a ticket, all the agents receive a notification... Is it possible to do this ? I tried to change some little things in the code but didn't manage to do this :( Thanks ! Florian Le jeudi 26 janvier 2006 à 11:58 +0100, [EMAIL PROTECTED] a écrit : > Hello Florian, > > I use this method as well, and I think that I understand what you are looking > for. I have noticed that the "follow up" messages are related to the owner. > If agent A owns the ticket and agent B takes action on the ticket, then the > owner will receive an email follow up. If agent a changes something, then as > this agent owns the ticket, no message will follow. Does this help? > > Thank you, > > Shawn Beasley > Support - IT > > Cargo Future Communications GmbH > Building 1335 > 55483 Airport Hahn > > Tel. +49 6543 983 113 > Fax +49 6543 983 119 > Mobil: +49 151 12 12 8934 > Email: [EMAIL PROTECTED] > Web: http://www.cfc-callcenter.com > > > > -----Ursprüngliche Nachricht----- > Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Florian > Gesendet: Mittwoch, 25. Januar 2006 22:27 > An: [email protected] > Betreff: [otrs] Follow-ups > > Hello everyone, > > I already asked questions about follow-ups but I think I just understand > where my problem is. > I want to get notifications about follow-ups when an agent adds a > follow-up (phone call for example) not only when a customer adds one. > > Is it possible or is the follow-ups' notifications limited to > customers ? > > Thanks !! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting fr Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
