I'm having the exact same problem. I'm running 2.2.3, and if a customer
user creates a ticket using the website (www.domain.com/otrs/customer.pl)
and creates the ticket in their queue, then the agents do not get an email
notifying them of the new ticket, but the customer receives confirmation
that the ticket has been created. If the customer user emails the support
email address to create a ticket, the agent gets the notification, and the
ticket is created in the correct queue. If the agent creates a phone or
email request on the agent site (www.domain.com/otrs/index.pl) then the
agent gets a notification of the new ticket.
Is this the expected behavior? Can anyone else verify if they are seeing
this issue?
2007/11/15, Andy Lubel
You need to enable notifications on the queue to send the customer notifications and in the agent profile to enable notifications to the
agent.
Poke around the sysconfig->queue settings as well as your agents
profile.
-Andy
On 11/15/07 9:04 AM, "Cristiano Marchettini" < cristiano.marchettini at gmail.com> wrote:
Hi, I'm using OTRS 2.2.3 in my company, but I have a problem with agent notification of new tickets. If I open a phone or email request, a mail is sent to all the agents,
but
if a customer opens a request from the customer.pl web page the email is not sent. Unfortunately, in this way we have to continuously check the main page to see if there are new requests. Is it possible to enable the notification also for that kind of tickets? I tried searching something on Google, but didn't find anything. Thanks for your help, Cristiano Marchettini
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Andy Colvin 5605 N MacArthur Blvd Suite 600 Irving, TX 75038 Office.....972.607.3744 Mobile.....214.763.8140 andy.colvin@enkitec.com