Thanks Gerald, that cleared things up.
I have tried to send the ticket as a customer, and this time the emails are
correctly sent to all the agents in the queue.
So I assume that if I want to send a notification message to the other
agents in the queue when opening the ticket as an agent, I have to setup a
notification in Notification(events)?
Id wish there was a way to use automatic agent notification for agents too
though.
_____
Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Gerald
Young
Inviato: venerdì 13 febbraio 2015 14:45
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] Agents don't receive notification emails for tickets
posted in their queues
Agents don't typically get notifications for things they themselves do.
On Fri, Feb 13, 2015 at 5:39 AM, Fabrizio Cipriani
wrote:
I know this has been discussed many times, but I cant figure out a solution
to this problem even after having browsed all the related messages in this
mailing list.
In my otrs 4 (patch level 5), installed on ubuntu server 14.04, when an
agent posts a new ticket in a queue, the other agents subscribed to the same
queue dont receive the notification email.
All the agents have the correct queue selected in my queues, all their
notifications options are set to yes, theres no event defined in
Notifications(Event). When the agent posts the ticket, in the log I get only
these two lines:
Feb 13 10:36:03 srvapp2 OTRS-CGI-63[1857]:
[Info][Kernel::System::Ticket::TicketCreate] New Ticket
[2015021363000013/Ticket di test ] created (TicketID=13,Queue=ICT,Priority=3
normal,State=open)
Feb 13 10:36:06 srvapp2 OTRS-CGI-63[1857]:
[Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Test
Customer" ' from 'OTRS System '.
HistoryType => EmailAgent, Subject => [Ticket#2015021363000013] Ticket di
test 10;
As it can be seen from the log, an email is correctly sent and received by
the customer for which the ticket is created, but no emails are sent to the
related agents.
Is there anything else I can do? What are the source code files where agent
notification is handled? I might try some debugging if everything else
fails.
- Fabrizio
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