[otrs] Basic e-mail notifications

[Milosz SZOT]

Hi, I hope you guys can help me because I haven't found relevant 
documentation on the Internet

I've manually installed Otrs v2.0.4-01 from the source packages on a Windows 
2003 Server with Apache 2.2.3 Perl 5.8.8 and MySQL 5.0.24

I've configured some basic options in the config.pm file, customisations are 
joined at the end of this message.

I've got a very annoying problem, i don't receive any notifications

My needs are :

- Technicians (user1 and user2) that solve the problems and answer to the 
tickets in all the queues
- One or more groups of customers, that have access to one or more queues
- Customers who are not permitted to access a queue don't have to see it

I've created two groups of customers, customers1 and customers2,
and I've also created three queues, queue1 to queue3.

I needed customers1 to access queue1 and queue2, and customers2 to access 
queue3

As seen on http://doc.otrs.org/2.0/en/html/x790.html (customer groups),
I've assigned queue1 and queue2 to the group customers1, and queue3 to the 
group customers2

The customers can post on their respective queues and don't see the others, 
as i wanted

I've added to user1 and user2 the newly created queues (panel queue1 to 
queue3) by selecting them in the "myqueues" menu

The adresses assigned to the queues are support1 at mycompany.fr for queue1 and 
queue2, and support2 at mycompany.fr for queue3

The customers receive auto answers from the queues when they create tickets, 
or when their state is modified (open, closed, rejected, etc)
But when a customer creates a ticket, user1 and user2 are not notified by 
email that a new ticket is created
However, when user1 creates a "email ticket" or a "phone ticket", they are 
notified ...

I've checked my logs, when a new ticket is created, i don't get any errors
Except from these ones from time to time :
"[Kernel::System::Notification::NotificationGet] Can't find notification for 
Agent::NewTicket and fr, try it again with en!"
and
"[Kernel::System::Notification::NotificationGet] Can't find notification for 
Customer::StateUpdate and fr, try it again with en!"
I've googled this one without too much success

So i can't figure out how i must structurate my groups or what parameter i 
have to add for my infrastructure to work
I've customised much of the soft, and the webserver, my project is stopped 
by this one only problem =/
If someone can find a clue or redirect me to a tutorial which explains how 
OTRS works in real life setup, it would be NICE


Thanks in advance !


Milosz SZOT
Linux Administrator


Customisations made to config.pm :

$Self->{Home} = 'C:/OTRS/otrs';
$Self->{'LogModule'} = 'Kernel::System::Log::File';
$Self->{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log';
$Self->{'SystemID'} = 10;
$Self->{'SecureMode'} = 0;
$Self->{'Organization'} = 'MyCompany';
$Self->{'FQDN'} = 'otrs.mycompany.fr';
$Self->{DefaultLanguage} = 'fr';
$Self->{'DefaultCharset'} = 'iso-8859-1';
$Self->{'AdminEmail'} = 'mszot at mycompany.fr';
$Self->{NotificationSenderName} = 'OTRS Notification Master';
$Self->{NotificationSenderEmail} = 'otrs@'.$Self->{FQDN};
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'smtp.mycompany.fr';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = '';
$Self->{'SendmailModule::AuthPassword'} = '';
$Self->{CheckEmailAddresses} = 0;
$Self->{CheckMXRecord} = 0;
$Self->{CustomerPanelCreateAccount} = 0;
$Self->{QueueViewAllPossibleTickets} = 0;

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