Re: [otrs] No notification after creating ticket through web

26 Apr 2010

      Dear mister de Pauw,

Thank you for your reply.
When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One "main" queue intended for all tickets to be placed in and 2 "sub" queues under the "main" queue. I want only the administrators to be able to move the tickets from the "main" queue to the "sub" queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the "main" queue (call it queue A) and the agent (me) also gets an email, but that email comes from the "notification" (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the "main" queue?). When it places it in the "main" queue, everything works fine, but if they put it in one of the "sub" queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the "en::Agent::NewTicket" notification only work on the "main" queue and not on a "sub" queue?

Met vriendelijke groet / Kind regards / Mit freundlichem Gruß,

Erik van Ast

-----Oorspronkelijk bericht-----
Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request@otrs.org
Verzonden: maandag 26 april 2010 14:00
Aan: otrs@otrs.org
Onderwerp: otrs Digest, Vol 19, Issue 90

Send otrs mailing list submissions to
	otrs@otrs.org

To subscribe or unsubscribe via the World Wide Web, visit
	http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
	otrs-request@otrs.org

You can reach the person managing the list at
	otrs-owner@otrs.org

When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..."

Today's Topics:

   1. Re:  Sort of ticket : how to identify phone tickets?
      (Martignier, Philippe)
   2. Re:  customer ticket question (Arthur de Pauw)
   3. Re:  No notification after creating ticket through web
      request (Arthur de Pauw)

----------------------------------------------------------------------

Message: 1
Date: Mon, 26 Apr 2010 11:28:15 +0200
From: "Martignier, Philippe" 
Subject: Re: [otrs] Sort of ticket : how to identify phone tickets?
To: "'otrs@otrs.org'" 
Message-ID:
	<6F31DC7EBC4465428DB5706F309DBB13065AD0395C@ICCV101C.gms02.unicc.org>
Content-Type: text/plain; charset="us-ascii"

Thanks Anton,

But I find that a bit strange, cause it is quite explicit how to create different types of ticket, the stats module should be able to provide this info ... in my point of view .)

Cheers

Philippe

World Intellectual Property Organization Disclaimer:

This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

------------------------------

Message: 2
Date: Mon, 26 Apr 2010 12:04:18 +0200
From: Arthur de Pauw 
Subject: Re: [otrs] customer ticket question
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="windows-1252"

Maybe your agents have put the tickets in a queue where the customers don't have access?

bests
arthur

On Fri, Apr 23, 2010 at 4:12 PM, Garren McKelvey wrote:
...
Hello,
I?m trying to set up the customer login section of OTRS.  I have 
customer accounts and I can log in with them.  My concern is that they 
cannot see any agent created tickets.
When agent tickets are made, the customerID code is put into the 
ticket automatically, and I have verified that the customerID code 
that is created and is accurate to the customer.  But when I log in as 
the customer I can only see tickets that I created as the customer.  Not as the agent.
Does anyone have any idea what I may be doing wrong?
-Garren McKelvey
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/
--
cheers,
arthur