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Hi Henti,
Henti Smith schrieb:
> hi there,
>
> We're trying to find a clean way of keeping people in a group updated on
> tickets globally. The basic scenario is :
>
> We have a support department with a number of staff. as a support ticket
> comes in all in the group should get the message about a new ticket,
> however we need to send updates to the ticket to all in the group as
> well for. My initial investigations pointed at the Watcher function, but
> this requires you to subscribe. We are looking for a solution that will
> automatically send all ticker information to all users in a group
> without subscribing or unsubscribing.
>
> does anybody have an ideas ?
...you could write a TicketEvent-Handler which does this. There might be
some side effects e.g. agents may get more notifications if the
subscribed to this queue ("My Queues") and have the "Follow up
notification" enabled.
see
http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-event
for more information
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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