If there is a new ticket or a follow up for a ticket, OTRS will inform the agent(s).
Example 7-10. Kernel/Config.pm - Agent notification
[...] # ----------------------------------------------------# # notification stuff # # ----------------------------------------------------# # notification sender $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@'.$Self->{FQDN}; # new ticket $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[10]>)'; $Self->{NotificationBodyNewTicket} = " Hi, there is a new ticket! <snip> <OTRS_CUSTOMER_EMAIL[6]> <snip> http://$Self->{FQDN}/otrs/index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID> Your OTRS Notification Master "; # follow up $Self->{NotificationSubjectFollowUp} = 'You got follow up! (<OTRS_CUSTOMER_SUBJECT[10]>)'; $Self->{NotificationBodyFollowUp} = " Hi <OTRS_USER_FIRSTNAME>, you got a follow up! <snip> <OTRS_CUSTOMER_EMAIL[6]> <snip> http://$Self->{FQDN}/otrs/index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID> Your OTRS Notification Master "; [...] |