If you set Notification(event) basic notification (like
e:::Agent::AddNote) will not be use for this event.
So if you set a Notification event for ArticleCreate en:Agent:AddNote
don't will be used.
Le 17/03/2010 18:26, Claudio Tassini a écrit :
I see... so some of the notifications listed in the Admin area, like
for example en::Agent::AddNote are NEVER used, is that correct?
2010/3/17 Guillaume Rehm <guillaume.r...@bnu.fr
<mailto:guillaume.r...@bnu.fr>>
Previous OTRS version use en::Custmer::Action like Agent.
But now, you must use AutoResponse and Notficiation (event).
You can use AutoResponse for notification about new ticket /
follow up / reject ....
And if you must have notification for more complex workflow you
can use Notification (event) in Admin area.
Hope this help.
Regards,
Le 16/03/2010 19:59, Claudio Tassini a écrit :
Hi guys
I've almost finished the test deployment of OTRS in our company,
but there's still something that I must be missing because I
don't get how exactly the notification system works. I'm sure
that the replies to my questions are quite obvious but I didn't
find any clue in the documentation, so here I am:
I understand that any user (agent/customer) can choice which
events are of such interest for him to have a notification about
that sent to his mail address, that this is accomplished through
the preferences pane of each user and that the text of
notifications is editable in the "notifications" area of the
admin panel.
However, in the preferences I can only enable notifications for
"New ticket", "follow up", "ticket lock timeout", "move", while
in the "notifications" I see lots of other messages that are
never triggered.
Moreover, the documentation says that the notification name is
composed of the language, the recipient, and an "id", so for
example "en::Agent::Move" is the notification used sent to an
english agent when a ticket is moved in one of his queues. But I
can't find no "customer" notification in the admin area - these
are all in the form *::Agent::* . Is that normal? What do I need
to edit to change customer's notifications?
And, the last question. Is there a way to set the default
notifications enabled for newly created users?
Many thanks in advance.
--
Claudio Tassini
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Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)
Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
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