Ticket Notifications | OTRS Academy

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.