Otrs would only send follow up notifications if the agent has the
queue where the ticket is in in his "My Queues" under preferences, and
enabled follow up notifications in his preferences as well.
Hope this helps,
Mike.
On Wednesday, January 12, 2011, fevin Kagen
Hi- I've just upgraded to 3.0.4 and everything looks great. I am having one problem related to my integration with Nagios. In our old system, Nagios would send a recovery email to otrs when an issue was resolved. This resulted in a "Follow Up" notification being sent to the agent as well as the ticket being automaticly closed. In the new system, the ticket is closed, but no notification is sent. I am able to go into "Notifications (Events)" and configure a notification for closed tickets, but this is less than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" notification on SystemMonitoring recovery mails? Any idea how to make this work? Thanks- fevin