[otrs] New ticket notification email to multiple agents

[Erik van Ast]

Hi all,



I have set up OTRS months ago and everything works really well, but I
found out that notification emails created by new tickets are only send
to 1 administrator and we have 2. So today I tried to set OTRS up in
such a way that those notifications are send to multiple addresses, but
I can't find it. Can anyone help? Can I fill in multiple addresses
somewhere or do I need to configure it otherwise? I think the
notifications come from the en::Agent::NewTicket notification but I
can't find any email addresses there...

We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both
by sending an email to the OTRS system or by creating it on the
customers OTRS website...

Kind regards,
Erik

[Hugh Kelley]

In OTRS 3, you'll see the options here. It's called "Notifcations (Event)"
under the Admin screen.

http://OTRS-SERVER/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Change;ID=1

Post by Erik van Ast
Hi all,
I have set up OTRS months ago and everything works really well, but I found
out that notification emails created by new tickets are only send to 1
administrator and we have 2. So today I tried to set OTRS up in such a way
that those notifications are send to multiple addresses, but I can’t find
it. Can anyone help? Can I fill in multiple addresses somewhere or do I need
to configure it otherwise? I think the notifications come from the en::Agent::NewTicket
notification but I can’t find any email addresses there…
We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by
sending an email to the OTRS system or by creating it on the customers OTRS
website…
Kind regards,
Erik
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[Michiel Beijen]

Hi Erik,

Agents control via their own preferences on what events they receive
notifications, and for what queues they are subscribed to
notifications.
Administrators can also modify these values under Admin > Users.
Please look into this.

The Event based notifications Hugh described are very powerful (and
available in 2.4 as well) but are not used for the regular "Hey, you
have a new ticket" - type of notifications.

Michiel Beijen
Senior Consultant

OTRS BV
Schipholweg 103
2316 XC Leiden

T: 071 8200 255
F: 071 8200 254
I: http://www.otrs.com

OTRS maakt de helpdesk mobiel met de OTRS iPhone App - download
gratis: http://www.otrs.com/en/products/iphone-app

Post by Erik van Ast
Hi all,
I have set up OTRS months ago and everything works really well, but I found
out that notification emails created by new tickets are only send to 1
administrator and we have 2. So today I tried to set OTRS up in such a way
that those notifications are send to multiple addresses, but I can’t find
it. Can anyone help? Can I fill in multiple addresses somewhere or do I need
to configure it otherwise? I think the notifications come from the
en::Agent::NewTicket notification but I can’t find any email addresses
there…
We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by
sending an email to the OTRS system or by creating it on the customers OTRS
website…
Kind regards,
Erik
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[Erik van Ast]

Hi Michiel,

That solved the issue!
Thanks!

Kind regards,

Erik


-----Oorspronkelijk bericht-----
Van: Michiel Beijen [mailto:***@otrs.com]
Verzonden: donderdag 16 september 2010 11:31
Aan: User questions and discussions about OTRS.
CC: Erik van Ast
Onderwerp: Re: [otrs] New ticket notification email to multiple agents

Hi Erik,

Agents control via their own preferences on what events they receive notifications, and for what queues they are subscribed to notifications.
Administrators can also modify these values under Admin > Users.
Please look into this.

The Event based notifications Hugh described are very powerful (and available in 2.4 as well) but are not used for the regular "Hey, you have a new ticket" - type of notifications.

Michiel Beijen
Senior Consultant

OTRS BV
Schipholweg 103
2316 XC Leiden

T: 071 8200 255
F: 071 8200 254
I: http://www.otrs.com

OTRS maakt de helpdesk mobiel met de OTRS iPhone App - download
gratis: http://www.otrs.com/en/products/iphone-app

Post by Erik van Ast
Hi all,
I have set up OTRS months ago and everything works really well, but I
found out that notification emails created by new tickets are only
send to 1 administrator and we have 2. So today I tried to set OTRS up
in such a way that those notifications are send to multiple addresses,
but I can’t find it. Can anyone help? Can I fill in multiple addresses
somewhere or do I need to configure it otherwise? I think the
notifications come from the en::Agent::NewTicket notification but I
can’t find any email addresses there…
We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created
both by sending an email to the OTRS system or by creating it on the
customers OTRS website…
Kind regards,
Erik
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