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)”?
I’d 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: venerd́ 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 <f.cipriani@uninettuno.it>
wrote:
I
know this has been discussed many times, but I can’t 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
don’t receive the notification email.
All
the agents have the correct queue selected in “my queues”, all
their notifications options are set to “yes”, there’s 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" <xxxxxx@xxxxx.com>'
from 'OTRS System <otrs@localhost>'. 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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