[Matteo Alessio Belcore]

Ticket Notifications with „Show in agent preferences“ visible to all agents regardless of recipient configuration

Description
When creating a custom ticket notification and setting „Show in agent preferences“ to „Yes“, the notification becomes visible in the agent preferences for ALL agents in the system, regardless of the recipient configuration (groups, roles, or specific agents) defined in the notification settings.

This behavior creates confusion and allows agents who should not receive certain notifications to enable them in their preferences, potentially receiving notifications they shouldn’t have access to.

Current Behavior
Create a ticket notification with specific recipients (e.g., only agents in „IT Support“ group)
Set „Show in agent preferences“ to „Yes“
Result: The notification appears in preferences for ALL agents, including those not in the „IT Support“ group
Agents outside the target group can enable/disable the notification in their preferences

Expected Behavior
Ticket notifications should only appear in agent preferences for users who are part of the configured recipient groups/roles/agents
Agents not included in the notification recipients should not see the notification in their preferences at all

Issue: The notification is visible and selectable even for non-target agents
Environment
OTOBO Version: 11.0.x
Installation Type: [Package]
Database: [MySQL]

#notifications
#agent-preferences
#usability
#feature-request
#security
#recipient-filter
#otobo11
#ticket-notification
#access-control

[marcel-graf]

Hello Matteo Alessio Belcore,

we only use „Ticket Notifications“ with the „Show in agent preferences“state „no“ then under Recipients we set the Agents for this notification or we use „send to all group members….“ there is no problem.

You may be able to use access control lists (ACLs) to manage permissions and ticket notification visibility.

Greetings,

Marcel

[Autor]

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