Re: [otrs] how to enable auto-response for ticket close?

Nils, Any tips of what to look for? Thanks. ----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Friday, May 21, 2010 3:34:58 AM Subject: [otrs] how to enable auto-response for ticket close?

Does any of this indicate problems?

----- Original Message ----- From: TechFan To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 5:35:49 PM Subject: [otrs] how to enable auto-response for ticket close?

...

otrs logfile looks fine:

[Wed May 19 03:23:39 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'mholm@domain.com'.

[Wed May 19 16:02:07 2010][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Notification - User Case Closed' notification to 'JLuciano@domain.com'.

Where are the system and database log files you are asking about. Installed on windows.

There are lots of errors in the apache error.log. Anything look suspicious?:

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20.2.1) Line: 67, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::Modules::AgentTicketClose::Run (v1.69.2.1) Line: 333, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/index.pl (v1.88) Line: 48, referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:05:33 2010] [error] [client 192.168.3.24] , referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI...

[Wed May 19 17:06:07 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketZoom&TicketI...

[Wed May 19 17:26:10 2010] [error] [client 192.168.3.24] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://techsupport.domain.local/otrs/index.pl?Action=AgentTicketClose&Ticket...

[Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083. [Wed May 19 17:27:08 2010] [error] [client 192.168.3.46] Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083.

----- Original Message ----- From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Sent: Wednesday, May 19, 2010 12:52:25 PM Subject: [otrs] how to enable auto-response for ticket close?

...

Hi,

On 18.05.2010, at 19:42, TechFan wrote:

...

Ok. I think I got it now. I searched the closed tickets and found there is a closed notification message attached to the ticket. . .but I did not receive the email. . .I get all other notifications just fine. . .why would this custom one be different?

Good question. Any unusual info in the otrs, apache, system, database logfiles ?

Freundliche Grüße / Kind regards

Nils Leideck

-- Nils Leideck Senior Consultant

nils.leideck@leidex.net mailto:nils.leideck@leidex.net nils.leideck@otrs.com

http://webint.cryptonode.de / a Fractal project

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