[otrs] myqueue notifications not happening

6 Oct 2008

      When a new ticket is created the agents who have a queue set in myqueues and
have notification turned on via their preference are not receiving an email.
The end customer is getting an email and the owner of the ticket is getting
a new ticket owner notification.   No errors are beining reported in the
logs.   Not sure what is up.   We are configured for SMTP notification and
that seems to work ok for the owner change and the custoer notification.
Config.PM file is below.  Any thoughts would be greatly appreciaed.  We are
running otrs 2.3.2.   

# Kernel/Config.pm - Config file for OTRS kernel

# Copyright (C) 2001-2008 OTRS AG, http://otrs.org/

# --

# $Id: Config.pm.dist,v 1.20 2008/03/07 16:50:44 martin Exp $

# --

# This software comes with ABSOLUTELY NO WARRANTY. For details, see

# the enclosed file COPYING for license information (GPL). If you

# did not receive this file, see http://www.gnu.org/licenses/gpl-2.0.txt.

# --

#  Note:

#

#  -->> OTRS does have a lot of config settings. For more settings

#       (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator,

#       LDAP, PostMaster, Session, Preferences, ...) see

#       Kernel/Config/Defaults.pm and copy your wanted lines into "this"

#       config file. This file will not be changed on update!

#

# --

package Kernel::Config;

sub Load {

    my $Self = shift;

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #

    #                                                      #

    #         Start of your own config options!!!          #

    #                                                      #

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #

    # database settings                                    #

    # ---------------------------------------------------- #

    # DatabaseHost

    # (The database host.)

    $Self->{DatabaseHost} = 'localhost';

    # Database

    # (The database name.)

    $Self->{Database} = 'otrs';

    # DatabaseUser

    # (The database user.)

    $Self->{DatabaseUser} = 'otrs';

    # DatabasePw

    # (The password of database user. You also can use bin/CryptPassword.pl

    # for crypted passwords.)

    $Self->{DatabasePw} = '**********';

    # DatabaseDSN

    # (The database DSN for MySQL ==> more: "man DBD::mysql")

    $Self->{DatabaseDSN} =
"DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

    # (The database DSN for PostgreSQL ==> more: "man DBD::Pg")

    # if you want to use a local socket connection

#    $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};";

    # if you want to use a tcpip connection

#    $Self->{DatabaseDSN} =
"DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};";

    # ---------------------------------------------------- #

    # fs root directory

    # ---------------------------------------------------- #

    $Self->{Home} = '/opt/otrs';

    # ---------------------------------------------------- #

    # insert your own config settings "here"               #

    # config settings taken from Kernel/Config/Defaults.pm #

    # ---------------------------------------------------- #

    # $Self->{SessionUseCookie} = 0;

    # $Self->{CheckMXRecord} = 0;

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #

    # data inserted by installer                           #

    # ---------------------------------------------------- #

    # $DIBI$

      $Self->{'SystemID'} = '01';

      #$Self->('SecureMode') = 0;

      #$Self->('Organization'} = 'Arizona Association of Realitors';

      $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';

      $Self->{'LogModule'} = 'Kernel::System::Log::File';

      $Self->{'FQDN'} = 'otrs.aaronline.com';

      $Self->{'DefaultLanguage'} = 'en';

      $Self->{'AdminEmail'} = 'trouble@aaronline.com';

      $Self->{'DefaultCharset'} = 'utf-8';

      $Self->{CustomerUser2} = {

            Name =>'TM',

            Module => 'Kernel::System::CustomerUser::DB',

            Params => {

            DSN =>'dbi:ODBC:SQL',

            User => 'sqlpublic',

                  Password => 'sqlpublic',

            Table =>'dbo.otrs',

            Type => 'mssql',

            },

            CustomerKey => 'NRDS_ID',

            CustomerID => 'NRDS_ID',

            CustomerUserListFields => ['E_MAIL_ADDRESS'],

            CustomerUserSearchFields =>
['NRDS_ID','Last_Name','First_Name'],

            CustomerUserSearchPrefix => '',

            CustomerUserSearchSuffix => '*',

            CustomerUserSearchListLimit => 250,

            CustomerPostMasterSearchFiles => ['E_MAIL_ADDRES'],

            CustomerUserNameFields => ['E_MAIL_ADDRESS'],

            CustomerUserEmailUniqCheck => 0,

            CustomerUserExcludePrimaryCustomerID => 0,

            AdminSetPreferences => 1,

            ReadOnly => 1,

            Map => [

                  # var, frontend, storage, shown (1=always,2=lite),
required, storage-type, http-link, readonly

            [ 'UserSalutation', 'Salutation', 'salutation',  1, 0, 'var',
'', 0 ],

            [ 'UserFirstname',  'Firstname',  'FIRST_NAME',  1, 1, 'var',
'', 0 ],

            [ 'UserLastname',   'Lastname',   'LAST_NAME',   1, 1, 'var',
'', 0 ],

            [ 'UserLogin',      'Username',   'E_MAIL_ADDRESS',       1, 1,
'var', '', 0 ],

            [ 'UserEmail',      'Email',      'E_MAIL_ADDRESS',       0, 1,
'var', '', 0 ],

#            [ 'UserEmail',      'Email', 'email',           1, 1,

#
'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Da
ta{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ],

            [ 'UserCustomerID', 'CustomerID', 'NRDS_ID', 0, 1, 'var', '', 0
],

#            [ 'UserCustomerIDs', 'CustomerIDs', 'NRDS_ID', 1, 0, 'var', '',
0 ],

        ],

            Selections => {

                  UserSalutation => {

                  'Mr. ' => 'Mr.',

                  'Mrs.' => 'Mrs.',

                  'Ms.' => 'Ms.',

                  'Dr.' => 'Dr.',

                  },

            },

            };

$Self->{CustomerUser1} = {

Name => 'LDAP',

Module => 'Kernel::System::CustomerUser::LDAP',

Params => {

# ldap host

Host => '192.168.1.3',

# ldap base dn

BaseDN => 'DC=aaronline, DC=com',

# search scope (one|sub)

SSCOPE => 'sub',

# # The following is valid but would only be necessary if the

# # anonymous user does NOT have permission to read from the LDAP tree

UserDN => '*',

UserPw => '*',

# in case you want to add always one filter to each ldap query, use

# this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter =>
'(objectclass=user)'

AlwaysFilter => '',

# if your frontend is e. g. iso-8859-1 and the charset of your

# ldap server is utf-8, use this options (if not, ignore it)

# SourceCharset => 'utf-8',

# DestCharset => 'iso-8859-1',

# Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)

Params => {

port => 3268,

timeout => 120,

async => 0,

version => 3,

},

},

# customer uniq id

CustomerKey => 'mail',

# customer #

CustomerID => 'mail',

CustomerUserListFields => ['cn', 'mail'],

CustomerUserSearchFields => ['uid', 'cn', 'mail'],

CustomerUserSearchPrefix => '',

CustomerUserSearchSuffix => '*',

CustomerUserSearchListLimit => 250,

CustomerUserPostMasterSearchFields => ['mail'],

CustomerUserNameFields => ['givenname', 'sn'],

# show now own tickets in customer panel, CompanyTickets

CustomerUserExcludePrimaryCustomerID => 0,

# add a ldap filter for valid users (expert setting)

# CustomerUserValidFilter => '(!(description=gesperrt))',

# admin can't change customer preferences

AdminSetPreferences => 0,

Map => [

# note: Login, Email and CustomerID needed!

# var, frontend, storage, shown (1=always,2=lite), required, storage-type,
http-link, readonly

[ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ],

[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ],

[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ],

[ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ],

[ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ],

[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ],

# [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var',
'', 0 ],

# [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ],

# [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ],

# [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ],

],

};

      $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';

        $Self->{'AuthModule::LDAP::Host'} = '192.168.1.3';

        $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=aaronline,dc=com';

        $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';

        $Self->{'AuthModuel::LDAP::AccessAttr'} = 'memberUID';

        $Self->{'AuthModule::LDAP::UserAttr'} = 'sAmAccountName';

        $Self->{'AuthModule::LDAP::SearchUserDN'} = '*';

        $Self->{'AuthModule::LDAP::SearchUserPw'} = '**********';

        $Self->{UserSyncLDAPMap} = {

        UserFirstname => 'givenName',

        UserLastname => 'sn',

        UserEmail => 'mail',

        };

      $Self->{DatabaseUserTable} = 'users';

        $Self->{DatabaseUserTableUserID} = 'id';

        $Self->{DatabaseUserTableUSerPW} = 'pw';

        $Self->{DatabaseUserTableUser} = 'login';

$Self->{"SendmailModule"} = "Kernel::System::Email::SMTP";

    $Self->{"SendmailModule::Host"} = "ex07";

    $Self->{"SendmailModule::AuthUser"} = "otrs";

    $Self->{"SendmailModule::AuthPassword"} = "**********";

#    $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail';

#    $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f ';

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #

    #                                                      #

    #           End of your own config options!!!          #

    #                                                      #

    # ---------------------------------------------------- #

    # ---------------------------------------------------- #

}

# ---------------------------------------------------- #

# needed system stuff (don't edit this)                #

# ---------------------------------------------------- #

use strict;

use warnings;

use vars qw(@ISA $VERSION);

use Kernel::Config::Defaults;

push (@ISA, 'Kernel::Config::Defaults');

use vars qw(@ISA $VERSION);

$VERSION = qw($Revision: 1.20 $)[1];

# -----------------------------------------------------#

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[otrs] myqueue notifications not happening

Matthew F Hymowitz