Hi,
I'm testing otrs, i saw that when someone send a e-mail to the otrs system, the agent get a notification but the customer didn't receive any notification.
I'f i answer a ticket the customer get the message.
Any idea what ca be wrong ?
I'm using smtp.
I can see in the log that the message looks to be send:
| Sent agent 'NewTicket' notification to 'karl@inventivetelecom.com'. |
| Wed Dec 17 16:20:04 2008 |
notice |
OTRS-PM3-10 |
Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to '"Trasschaert Karl" <info@net-work.be>'. |
| Wed Dec 17 16:20:04 2008 |
notice |
OTRS-PM3-10 |
Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendAutoReply, Subject => [ITPTicket#200812171084] ca marche pas; |
| Wed Dec 17 16:20:03 2008 |
notice |
OTRS-PM3-10 |
New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new) |
| Wed Dec 17 16:19:42 2008 |
notice |
OTRS-CGI-10 |
Sent customer 'StateUpdate' notification to '"Trasschaert Karl" <info@net-work.be>'. |
| Wed Dec 17 16:19:42 2008 |
notice |
OTRS-CGI-10 |
Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New State "closed successful"!; |
| Wed Dec 17 16:19:38 2008 |
notice |
OTRS-CGI-10 |
Sent customer 'OwnerUpdate' notification to '"Trasschaert Karl" <info@net-work.be>'. |
| Wed Dec 17 16:19:38 2008 |
notice |
OTRS-CGI-10 |
Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New Owner "Karl"!; |