This isn't how OTRS works. New tickets go to a queue. Unless they are assigned to a specific owner, all engineers (agents) in the queue will get email notification if:
- there is a new ticket in a queue to which they belong, and - the queue is part of the engineer's preferences My Queues, and - the engineer has Notifications enabled in his preferences. This is designed so your question is generally not needed from the "Phone Ticket" area. If you want to manage the group of engineers who would see a specific ticket, you'll want to assign those engineers to their own specific Queue or subqueue. On Wed, Dec 1, 2010 at 2:16 AM, Boon Yam <boon...@dvm.com.my> wrote: > Does it possible to show all of the names of responsible or owners in the > email notification ? > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *shrikant k > *Sent:* Wednesday, December 01, 2010 2:50 PM > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Display "To" names > > > > i dont think its possible i may be wrong as To coloumn is to select a > particular queue and owner > > to set a particular owner u cannot asign multiple owner to a ticket wat u > can do is share the responsbility with all ur engg so they follow up > > On Wed, Dec 1, 2010 at 12:11 PM, Boon Yam <boon...@dvm.com.my> wrote: > > All of the engineers (let say 5) in that queue received the notification > for the same job, however, at the “To” column of email, there is only one > engineer’s name displayed, does it possible to display all of it, i.e. 5 > names ? so that all of them know who is in the loop of this email. > > > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of > *shrikant k > *Sent:* Wednesday, December 01, 2010 2:12 PM > > > *To:* User questions and discussions about OTRS. > > *Subject:* Re: [otrs] Display "To" names > > > > hey > > > > one way is to make a queue where all the engg are added or generate a > notification event when a phone ticket is created otrs should send > notification to all agents > > > > shrikant > > On Wed, Dec 1, 2010 at 7:13 AM, Boon Yam <boon...@dvm.com.my> wrote: > > Hi all > > At the phone ticket, normally I would need to select a Queue, the queue > would consists of a few engineers, they will get the notification, is there > a way to display all of the names of the engineers at email notification ? > >
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