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Add support in OTRS for notifications when switching a ticket's owner
Open, Needs TriagePublicFeature

Description

It would be nice if there were a way to configure OTRS to send email notifications when someone else becomes the owner of "your" ticket. As it stands, if I've replied to a ticket and someone else replies, or closes it, or otherwise becomes the owner, not only will I no longer be the owner (so I won't be notified of future replies), I don't even get a notification that I'm no longer the owner of the ticket.

I realize that not everybody would want this, because in plenty of cases people have left a ticket open because they want someone else to take it over and they don't want to be bothered about it again. But as an opt-in, I would certainly like this behavior for myself.

Event Timeline

Emufarmers renamed this task from Does OTRS support noficiations when switching a tickte's owner? to Does OTRS support notifications when switching a tickte's owner?.Jan 10 2020, 4:50 AM
TheSandDoctor renamed this task from Does OTRS support notifications when switching a tickte's owner? to Does OTRS support notifications when switching a ticket's owner?.Jan 10 2020, 6:49 AM
TheSandDoctor added a subscriber: TheSandDoctor.

The title suggests that it is a question/support request and implies that you are not sure about this. Can anyone else confirm that OTRS doesn't support email notifications when someone else takes over a ticket?

Masumrezarock100 changed the subtype of this task from "Task" to "Feature Request".Jan 10 2020, 6:58 AM

The answer here seems to be "No" so I'm closing this task: See "Notification settings > Ticket notifications" on https://ticket.wikimedia.org/otrs/index.pl?Action=AgentPreferences for available options.
(Feel free to reopen this task and rephrase the summary and description if you'd like to make this a feature request, plus add the Upstream project tag.)

Emufarmers renamed this task from Does OTRS support notifications when switching a ticket's owner? to Add support in OTRS for notifications when switching a ticket's owner.Jan 11 2020, 1:29 AM
Emufarmers reopened this task as Open.
Emufarmers added a project: Upstream.
Emufarmers updated the task description. (Show Details)