Hi Leonard, On Tue, Aug 02, 2005 at 06:57:06PM +0200, Léonard Wauters wrote: >We are currently massively using notification messages from OTRS (the >ones that are set in Admin area / notifications). I found that the >automatic sending different messages are controlled in these menus (tell >me if I'm wrong) : > >Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " >Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " >Client:StateUpdate : In the Queue menu, setting "Customer State Notify: "
Yes ;). >Agent:AddNote : (?) This drops a notification to specifyed agents if a note is created for a ticket. For example all involved agents for a ticket can be notifyed. >Agent:Escalation : (?) This notification will be send out automaticly to agents, if a ticket escalates and the agent has the queue with this ticket in "My queues". >Agent:FollowUp : In the user preferences, Follow up notification item >Agent:LockTimeOut : In the user preferences, Ticket lock timeout >notification item >Agent:Move : In the user preferences, Move notification item >Agent:NewTicket : In the user preferences, New ticket notification item Yes, right ;). >Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " No, this notification informs the agent and not the customer about a owner update. >Agent:PendingReminder : (?) This notification is send out automaticly if the pending time has been reached for a ticket. >So, it seems that the same parameter (Queue menu, setting "Customer >OwnerNotify") is used for notifying both clients and agents. No :). >But, in my case, I do not want clients to be notified of a OwnerUpdate. Then you have to change this in the setting for the queue, where you not want this notifications. Notifications for owner updates are queue based. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
signature.asc
Description: Digital signature
_______________________________________________ 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/