OTRS - Manual
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# Agent notification

If there is a new ticket or a follow up for a ticket, OTRS will inform the agent(s).

Example 12-12. Kernel/Config.pm - Agent notification

    [...]
        # ----------------------------------------------------#
        # notification stuff                                  #
        # ----------------------------------------------------#
        # notification sender
        $Self->{NotificationSenderName} = 'OTRS Notification Master';
        $Self->{NotificationSenderEmail} = 'otrs@'.$Self->{FQDN};

        # new ticket
        $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[10]>)';
        $Self->{NotificationBodyNewTicket} = "
    Hi,

    there is a new ticket!

    <snip>
    <OTRS_CUSTOMER_EMAIL[6]>
    <snip>

    http://$Self->{FQDN}/otrs/index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID>

    Your OTRS Notification Master

    ";

        # follow up
        $Self->{NotificationSubjectFollowUp} = 'You got follow up! (<OTRS_CUSTOMER_SUBJECT[10]>)';
        $Self->{NotificationBodyFollowUp} = "
    Hi <OTRS_USER_FIRSTNAME>,

    you got a follow up!

    <snip>
    <OTRS_CUSTOMER_EMAIL[6]>
    <snip>

    http://$Self->{FQDN}/otrs/index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID>

    Your OTRS Notification Master

    ";
    [...]

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