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 <alan.mckay@gmail.com> wrote:
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.

--
“Don't eat anything you've ever seen advertised on TV”
        - Michael Pollan, author of "In Defense of Food"
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