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 <andy.lubel at gtsi.com>:
>
>  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

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