I didn't find this config option :( I think our use of OTRS is a bit different : we are a small team of agents and we use the system to manage our communications with customers -> when an agent opens a ticket all the agents should be able to work on it (I tried to remove the locking functionnality but didn't manage) and receive e-mails notifications for all the agents are doing (it will be perfect if I can disable the owning functionnality !)
Thanks for your help !! I managed to change a few things in the code but it's hard to understand the whole structure without good programming knowledges Florian Le jeudi 26 janvier 2006 à 13:33 +0100, [EMAIL PROTECTED] a écrit : > 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/ _______________________________________________ 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 f�r Ihr OTRS System? => http://www.otrs.de/
