Re: [otrs] event-based notification of new email tickets in 2.4.2

11 Aug 2009

      It occurred to me to mention that I'm creating tickets as if I were an
Agent sitting at a help desk.  Are you accepting emails from Customers
to generate your tickets?  If so, I can't offer any other thoughts - we
don't allow that at our installation.

Best regards,

Jim
ITIL Process Manager
NCDOR
919-715-4932
james.burk@dornc.com
...
...
...
Alan McKay  8/11/2009 3:30 PM >>>
The notices in the history for the ticket coming in are not the same
as for going out.  Is that normal, or should they be the same?
Here is the whole history for a ticket.  I got no email when it
arrived.   But I did get an email when I closed it.

NewTicket  
New Ticket [2009081110000064] created (Q=External Support;P=3
normal;S=new).
root@localhost (Admin OTRS)
11/08/2009 15:18:02

CustomerUpdate 
Updated:
CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com;
root@localhost (Admin OTRS)
11/08/2009 15:18:02

EmailCustomer 
Added email.
root@localhost (Admin OTRS)
11/08/2009 15:18:02

Lock 
Locked ticket.
amckay (Alan McKay)
11/08/2009 15:18:30

Misc 
Reset of unlock time.
amckay (Alan McKay)
11/08/2009 15:18:30

OwnerUpdate 
New owner is "amckay" (ID=2).
amckay (Alan McKay)
11/08/2009 15:18:30

AddNote 
Added note (Owner)
amckay (Alan McKay)
11/08/2009 15:18:31

AddNote 
Added note (Close)
amckay (Alan McKay)
11/08/2009 15:27:57

StateUpdate 
Old: "new" New: "closed successful"
amckay (Alan McKay)
11/08/2009 15:27:57

SendCustomerNotification 
Notification sent to "Alan McKay ".
amckay (Alan McKay)
11/08/2009 15:27:57

Unlock 
Unlocked ticket.
amckay (Alan McKay)
11/08/2009 15:27:57

Lock 
Locked ticket.
amckay (Alan McKay)
11/08/2009 15:28:00

Misc 
Reset of unlock time.
amckay (Alan McKay)
11/08/2009 15:28:00

On Tue, Aug 11, 2009 at 2:48 PM, Alan McKay
wrote:
...
This is interesting.  The ticket history shows this, but I did not
get
an email for ticket open.  But when I close the ticket, I get the
email no problem.
So what do I have misconfigured???
NewTicket
New Ticket [2009081110000046] created (Q=External Support;P=3
normal;S=new).
       -
root@localhost (Admin OTRS)
       11/08/2009 14:35:02
CustomerUpdate
Updated:
CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com;
       -
root@localhost (Admin OTRS)
       11/08/2009 14:35:02
EmailCustomer
Added email.
       x
root@localhost (Admin OTRS)
       11/08/2009 14:35:02
--
“Don't eat anything you've ever seen advertised on TV”
        - Michael Pollan, author of "In Defense of Food"
-- 
“Don't eat anything you've ever seen advertised on TV”
         - Michael Pollan, author of "In Defense of Food"
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Re: [otrs] event-based notification of new email tickets in 2.4.2

James Burk