<chapter id="system-notification">
<title>System-Email-Notifications</title>
<para>
This chapter will show you more details about the system notifications for agents
and customers.
</para>

<sect1 id="system-notification-agent">
<title>Agent-Notifications</title>
<para>
A agent can get notifications about 'new ticket, 'ticket follow up', 
'ticket in custom queue' and 'ticket lock timeout'.
In oder to get notifications select you wanted queues (named 'custom queues')
in agent interface =- Preferences =- Select your custom queues. 
The notification text can be defined in Kernel/Config.pm.
</para>
<para>
Important: The agent gets just notifications about changes the 'custom queues'.
</para>
<sect2>
<title>new ticket</title>
<para>
Notification to the agent about new created tickets in a queue.
</para>
</sect2>
<sect2>
<title>ticket follow up</title>
<para>
Notification to the agent about a follow up for a ticket which is owned by the 
agent.
</para>
</sect2>
<sect2>
<title>new ticket in custom queue</title>
<para>
Notification to the agent if a ticket is moved to one of the 'custom queues'.
</para>
</sect2>
<sect2>
<title>ticket lock timeout</title>
<para>
Notification to the agent if the OTRS system unlocked a unanswered ticket.
</para>
</sect2>
</sect1>

<sect1 id="system-notification-customer">
<title>Customer-Notifications (min 1.1)</title>
<para>
There are three types of (auto) customer notifications to give more transparency 
to the customer.
This notifications (if used or not) can be defined for each queue (admin area). 
The notification text can be defined in Kernel/Config.pm.
</para>
<sect2>
<title>ticket state</title>
<para>
The customer (sender) gets automatically a notification if the ticket state
has changed.
</para>
</sect2>
<sect2>
<title>ticket owner</title>
<para>
The customer (sender) gets automatically a notification if the ticket owner
has changed.
</para>
</sect2>
<sect2>
<title>ticket queue</title>
<para>
The customer (sender) gets automatically a notification if the ticket queue
has changed.
</para>
</sect2>
</sect1>

</chapter>
