---------- Forwarded message ----------
From: Ramziddin Artykov <rartykov@gmail.com>
Date: Jan 30, 2007 2:18 PM
Subject: Re: Possible solution to your "[otrs] Notification problems"
To: Armando De la Re Vega <armando.delare@intersel.com.mx>

Hi Armando

Thanks for your fast reply and help.Although I have done all the things you have written, that was useless. May be something more I should do.

I have noticed one more thing.When a customer opens a new ticket form web interface it sets the owner of the ticket as the root@localhost. But the user "Ali" shoulb be there i think. Maybe this something to consider.

I'm looking forward to your reply or others' reply.


On 1/22/07, Armando De la Re Vega < armando.delare@intersel.com.mx> wrote:
Ramziddin Artykov:

I donīt know how to reply an answer in OTRS lists, so I will reply you by email and maybe you could list it.
I have a similar problem.
1) I put the "Send me a notification if there is new ticket in my queues" to "yes"
2) If a customer send an email to my otrs email it send notification of "new ticket"
3) But if a customer send it from the customer webinterface, it doesn't send a notification.

Searched otrs lists and bugzilla and finally found something.
Hope this possible solution helps you.

Regards, Armando de la Re

#####################POSIBLE SOLUTION################################
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
"No notification for new ticket from webinterface"

----------------------------------------------------------------------------------------
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self});

Change it to:
$Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self});
----------------------------------------------------------------------------------------
#######################################################################

>Date: Mon, 22 Jan 2007 20:14:05 +0500
>From: "Ramziddin Artykov" < rartykov@gmail.com>
>Subject: [otrs] Notification problems
>To: otrs@otrs.org
>Message-ID:
   

>Hi

>I am currently analysing otrs 2.1 with some definite purposes
>I've noticed that it doesn't send any notification to user accaount
>when he receives new ticket from the customer. I've checked the checkbox
>that tells
>"Send me a notification if there is new ticket in my queues" i have "yes" to
>there.
>But it was useless. However it does send a notification about a follow-up
>What might be the problem. Please help ASAP.

>Regards

>Ramziddin