Hi Alan,
As LQ has mentioned, test that SMTP is working, when I came acorss problems
with my OTRS i sent an "Admin Notification" out from OTRS to ensure that it
can actually send e-mails out.
Also check your log file for any interesting comments, they can help point
you in the right direction, or simply post the contents on here and we'll
have a look.
Are the e-mails going to external e-mail accounts (ie across the Internet?)
Check to see no mail filters are blocking such mails.
David
On Fri, Aug 7, 2009 at 12:25 PM, Alan McKay
Well, nobody seems to be reading my other thread so let's put a new name on it and see what happens :-)
I still cannot get this working. Customer emails support@example.com and I cannot get it working that they get a response with their ticket number.
I do have it working that when the ticket gets closed, they get a response.
Here is what I've tried :
For closing a ticket I just went to : Admin, Notification(Event) which is at : /otrs/index.pl?Action=AdminNotificationEvent Then added a new notification with the following things checked : - Recipient - Customer - Event - TicketStateUpdate - State - selected both "Closed successful" and "Closed unsuccessful" - Queue - the queue I wanted this action associated with (will send different messages for different queues, so will create 1 per queue) - Then just supplied the subject and body of the message
For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message.
But it does not work.
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