Hello,
In the art which you would like to use this system, it does appear that
it is not possible.
Are you using the customer interface to receive your tickets, or are you using
a mail queue?
Either way, the only way that I know of to get the desired results is to assign
Group1, per user, (so in the user management section) the desired queue (this
is done in the My Queue: segment when you modify a user), then set the setting
for new ticket notifications to yes. After the queue receives a new ticket,
otrs will send a message to all users that have this queue assigned to them.
Vielen Dank,
Shawn Beasley
Support - IT
LPIC-1
Cargo Future Communications GmbH
Geb. 1335
55483 Hahn-Flughafen
Tel. +49 6543 983 113
Fax +49 6543 983 119
Mobil: +49 151 12 12 8934
Email: [EMAIL PROTECTED]
Web: http://www.cfc-callcenter.de
-----Ursprüngliche Nachricht-----
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Serge
Gesendet: Dienstag, 28. Februar 2006 17:29
An: [email protected]
Betreff: [otrs] Groups and Users question
I'm trying to understand (no luck so far and the guide is useless on this
issue) how to email groups.
For example let's say we have a group named Group1 that supports ProductABC.
When a customer email/calls in with an issue about ProductABC, I want to be
able to:
1) In email tickets select the "Group1" in the To: Field. So that everyone in
that group would get an email notification.
2) In phone ticket, the Owner choice should have an option for the group not
the individual.
How do I do the above in 2.0?
Thanks,
Serge
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