Ticket Notifications¶
After installation of the package a new ticket notification will be added to the system.
New Ticket Notification¶
- Missing DTT assignment for CustomerGroup
- If no template is assigned to a group and the notification is enabled, such notification can be customized by adding different recipients or updating the notification body.
To configure the optional settings for the notification:
- Go to the System Configuration screen.
- Select OTRSTicketForms in the Navigation widget.
- Navigate to Core → DynamicTicketTemplate in the navigation tree.
- Enable
Ticket::DynamicTicketTemplate::CustomerGroup::Notify
setting to send a notification if a customer does not use a template to create a ticket. - Add agent login names to
Ticket::DynamicTicketTemplate::CustomerGroup::NotifyAgents
setting. The agent list in this setting will receive the notification when a user creates a ticket without using a template.