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.

 

>>> Alan McKay <alan.mckay@gmail.com> 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 <alan.mckay@gmail.com>".
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<alanmckay@gmail.com> 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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