Sollten neue Tickets eintreffen oder der Verlauf eines Tickets gewünscht sein, so kann OTRS den/die Agenten informieren.
Example 13-12. 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
";
[...] |