Hello,
I have recently installed and configured OTRS 3.3.3 & ITSM 3.3.3 on Windows
machine. Everything works just fine. However, I am having an issue with
agent notification on a new ticket coming to a queue and wanted to ask you
guys for help. Currently I am testing otrs and I have setup a queue
"HelpDesk". Postmaster mail has been configured so that each incoming email
is fetched and automatically placed to that queue. Now I have an agent
configured, which has selected "HelpDesk" in "my queue" box. Also,
notification on a new ticket has been set to "yes". In result, when each
ticket comes, an agent must be notified but for some reason no notification
is sentt. Also, I noticed that when I create a ticket within a customer
web page (not sending an email), an agent does get notified. When I send an
email to a helpdesk, no notification email is sent.
FYI, the mail address and the agent's email are different. Also I thought
if the agent sends the email to otrs, perhaps he wouldn't receive a
notification email since it is the same email address for customer and an
agent. So basically there are 3 different emails in this scenario: Agent#1
OTRS email (helpdesk) and random email that sends a ticket to otrs.
Here is the log info:
Ticket submitted via email:
[Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New
Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT
Helpdesk,Priority=3 normal,State=new)
[Fri Dec 13 09:24:05
2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to
'Customer