Re: [otrs] No Move Notification to Queue Owner

22 Apr 2009

      Oke, let's run it from the start:

What is set for your agent account in your "Preferences":
- 'Move notification' is set to "Yes"?
- Your own 'MA' queue is selected under 'My Queues'?
- Your 'Language' is set to 'English'?

As Admin, check [Queue], your 'MA' Queue: What group is set?
Under [Users<->Groups], check 'MA'. You have full rights?

gr,
Frans
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf
Of
Michael Abboud
Sent: woensdag 22 april 2009 05:45
To: User questions and discussions about OTRS.
Subject: Re: [otrs] No Move Notification to Queue Owner
Thanks for your response Frans,
Answers below
Frans Stekelenburg wrote:
...
Hello Sydney, greetings back from the Netherlands, Europe, where
patience is a virtue.
...and apologies for my impatience.
:-)
...
But please first explain why you are using .el at all?
I guess you have chosen greek as your preferred language?
...it was a mistake on my part.  To clarify, all I did was simply
modify
the
el::Agent::Move notification contents, that was all
...
Just in case: have you restart everything (apache) after change?
...just restarted Apache, and still no go.  To test, I created a new
email ticket to Raw, then did a move queue to MA.  This is all I got
in
the Syslog:
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	POP3:
Fetched 1
email(s) from support@breakthru.com.au/mail.breakthru.com.au.
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	Sent
agent
'NewTicket' notification to 'michael@breakthru.com.au'.
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	Sent
auto response
(SendAutoReply) for Ticket [2009042210000014] (TicketID=53,
ArticleID=281) to 'Michael Abboud '.
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	Sent
email to
'Michael Abboud ' from 'Breakthru
Support
'. HistoryType => SendAutoReply, Subject =>
[Breakthru#: 2009042210000014] [Fwd: Re: [otrs] No Move [...];
Wed Apr 22 13:38:02 2009 	notice 	OTRS-PMAccount-10 	New
Ticket
[2009042210000014/[Fwd: Re: [otrs] created
(TicketID=53,Queue=Raw,Priority=3 normal,State=new)
...and no notify email still.
...
Kind regards,
Frans Stekelenburg
NetDialog Service Center
Thanks,
Michael
...
+31 30 789 3636
www.netdialog.eu
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On
Behalf
...
Of
...
Michael Abboud
Sent: maandag 20 april 2009 13:53
To: otrs@otrs.org
Subject: [otrs] No Move Notification to Queue Owner
Greetings to the list from Sydney, Australia,
This is my first post, so please be patient!
I'm running OTRS v2.3.3 on Linuxx Centos v5.2
I do not get notifications when I move tickets from the Raw queue
to
my
own MA queue.  Other notifications work fine, such as New Ticket in
Raw,
Ticket Followup notifies etc.  So I'm confident SMTP / mail
settings
are
in order.
In the OTRS System Log, I see the following messages:
Mon Apr 20 20:09:23 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::Move and el, try it again with en!
Mon Apr 20 20:09:17 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::ResponsibleUpdate and el, try it again with en!
Mon Apr 20 19:56:55 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::Move and el, try it again with en!
...and
Sat Apr 4 19:21:41 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::Move and el, try it again with en!
Sat Apr 4 19:20:45 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::Move and el, try it again with en!
I have customised the notification messages for the en::Agent::Move
and
el::Agent::Move locales (not sure why I did it for the el locale,
but
anyway).  I get no notifies.
Is there somewhere else I need to check?
Many thanks,
Michael

...
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