Hello,

I have recently installed and configured OTRS 3.3.3 & ITSM 3.3.3 on Windows machine. Everything works just fine. However, I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue. Now I have an agent configured, which has selected "HelpDesk" in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, an agent must be notified but for some reason no notification is sentt.  Also, I noticed that when I create a ticket within a customer web page (not sending an email), an agent does get notified. When I send an email to a helpdesk, no notification email is sent.

FYI, the mail address and the agent's email are different. Also I thought if the agent sends the email to otrs, perhaps he wouldn't receive a notification email since it is the same email address for customer and an agent. So basically there are 3 different emails in this scenario: Agent#1 OTRS email (helpdesk) and random email that sends a ticket to otrs.

Here is the log info:

Ticket submitted via email:

[Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT Helpdesk,Priority=3 normal,State=new)

[Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Customer <customer@######>' from 'IT Help Desk <ithelpdesk@#######>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000035] RE: Notification Test; -->> which I assume is an auto response automatically sent back

[Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000035] (TicketID=70, ArticleID=144) to ''Customer <customer@######>'.

[Fri Dec 13 09:24:05 2013][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from host.

As you can see, there is no agent notification being sent....

Here is a log enty when ticket was submitted via web interface

[Fri Dec 13 09:05:59 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000017/Notification Te] created (TicketID=68,Queue=IT Helpdesk,Priority=3 normal,State=new)

[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Customer" <Customer@####>' from 'IT Help Desk <ithelpdesk@#######>>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000017] RE: Notification Test;

[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000017] (TicketID=68, ArticleID=140) to '""Customer" <Customer@####>'.

[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent@####'.

Here you can see a log entry saying that notification was sent...

It seems weird....is it a bug or something? Please help me out

 Thanks!

--
Best Regards,

Bohdan Hutkovskyy

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