Re: [otrs] Howto receive email notifications?

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Gabriele D'Andrea wrote:

Well, have you tried removing the ' ?

The '' does not matter, what matters is that inside the group_customer_user.user_id column you only have strings (eg: customer@example.com) and not numbers (eg: 2), which leads me thinking that the whole SQL statement should not be used in that context, which means there is something wrong at that point in the code. But I can't figure it out without digging further in the code. So, I'm hopping some OTRS developer can figure this out soonish. Thanks, Rui Lopes

----- Original Message ----- From: "Rui Lopes" To: "User questions and discussions about OTRS.org" Sent: Friday, June 29, 2007 8:03 PM Subject: Re: [otrs] Howto receive email notifications?

Hello,

Rui Lopes wrote:

...

...

...

I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience!

I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up?

I though this was a matter of setting the following user preferences to "Yes":

New ticket notification Follow up notification

But it didn't do the trick, what I'm missing?

I see no errors on the log, so I'm a bit loss here.

OK, I've selected the queues I wanted to receive notifications for, but its not working.

I traced this to something that does not seem to be right. Here is the approximate call stack:

Kernel/System/Ticket/Article.pm:ArticleCreate() Kernel/System/Ticket/Article.pm:SendAgentNotification() Kernel/System/Ticket.pm:GetSubscribedUserIDsByQueueID() Kernel/System/Ticket.pm:Kernel::System::CustomerGroup::GroupMemberList()

where this SQL is executed:

SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_customer_user gu WHERE g.valid_id IN ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('ro', 'rw') AND gu.user_id = '2'

That last bit seems wrong, because the group_customer_user.user_id is a string and not a number... so it allays returns an empty set; this seems to be a bug, though, I can't seem to nail it down :-(

Can you guys help me out?

I really need this working, because without email notifications, I cannot use OTRS :-(

TIA!

Best regards, Rui Lopes

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