Last modified: 2006-06-04 02:27:01 UTC
I have been receiving OTRS notifications for follow-up messages addressed to a number of other people (Kat, Danny, etc.). This has been going on for about a week, ever since the work JeLuF did on OTRS. I have no idea whether the people to whom the messages are actually addressed have also been receiving notifications or not.
I have also this problem. That did not used to be so when OTRS was using the Monobook skin (I now this has nothing to do with the skin)
Has this been resolved or still happening?
It is absolutely still happening. At least for me. I get the "You got follow up!" emails for all the follow ups the other OTRS's are receiving on there tickets.
I am not 100% sure but I think I know now what the problem is. First see; http://bugs.otrs.org/show_bug.cgi?id=981 So when a responds comes and the ticket is closed the you have a follow up is send to all. If people would use OTRS correctly there is no problem. But, that I have now seen for the dutch queue, I seems that most agents are responding to an email and after that closing the ticket. This while the should keep it open or select "close automatically after some time". Solution; inform the agents that when the respond to a ticket the must keep the ticket open. Technically; it would be good if the default option of the pull-down menu would be close automatically and not "close now". Also the default time before closing the ticket automatically is now 24 hours. That is to short. 75 would be better.
This should be fixed now, the fix was to put this in Config.pm: $Self->{'PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner'} = 1;
