Last modified: 2014-07-03 23:56:18 UTC
PROBLEM DESCRIPTION =================== If the "pending reminder" state is set on a ticket, OTRS sends a reminder email after the specified pending time has expired. If the ticket is locked, the reminder email is sent to the ticket owner, otherwise it is sent to all agents in the queue. The latter should not happen; PendingReminder notifications should always go exclusively to the owner (and not to people who have nothing to do with the ticket). In a populated queue, the current setting can lead to the reminder being sent to dozens of agents without a possibility for them in their settings to avoid receiving these. Also note that pending notifications are re-sent every 24 hours if no state change is performed on the ticket. Example: https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom;TicketID=7184244 (Jeff Green got notifications although I was the ticket owner) PROPOSED SOLUTION ================= In SysConfig, under Core::Ticket, set Ticket::PendingNotificationOnlyToOwner to "Yes" (currently: "No"). The description of this setting is "Sends reminder notifications of unlocked ticket after reaching the reminder date (only sent to ticket owner)".
Can this setting please be switched on, or, alternatively, can we (i.e. the OTRS admins) get the sign-off from ops to switch it on in SysConfig? These reminder emails have already caused some confusion among agents. Thanks, Patrik
SysConfig approach sounds good to me. Go for it!
Thanks! Ticket::PendingNotificationOnlyToOwner set to "Yes".
