- Used Zammad version: 2.8
- Used Zammad installation source: source
- Operating system: ubuntu 18.04 LTS
- Browser + version: Chrome 71
I think i don’t fully understand email notifications on new tickets. My understanding was that only the agents where notified whose are assigend to the group in which a new ticket is created.
The documentation says that agents are notified if a ticket is created.
In my migrated OTRS testsystem i have approx. 50 groups with 100 users which are all agents and have access to all groups through agent role.
Everybody needs access to all the customer tickets.
Each user was created during migration with zammad’s default notfication settings, so all email notification settings are selected in each user profile.
Assuming my understanding of the documentation is correct, each of the 100 users gets an email when a new ticket is created.
But in production.log there are only 15 users selected for notification. It looks to me that these are selected by surname alphabetically ascending.
Why are not all users got notified?
Is it possible to batch update all agent user profiles and disable all email notifications?
My target scenario would be that not every agent is notified. Can i disable the generic notifications and notifiy my agents through trigger in dependency of the group where the new ticket was created?
Thank you for your input and best regards!