Agent notification

[...]
    # ----------------------------------------------------#
    # notification stuff                                  #
    # ----------------------------------------------------#
    # notification sender
    $Self->{NotificationSenderName} = 'OpenTRS 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=<OTRS_TICKET_ID>

Your OpenTRS 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=<OTRS_TICKET_ID>

Your OpenTRS Notification Master

";
[...]