I must be missing something.  I have successfully set up OTRS to accept mail.  All mail coming in to help@helpdesk.mydomain.net creates a new ticket and the ticket is routed to the RAW queue.  I have the raw queue assigned to the “unassigned” group.  The single member of the unassigned group is IT with an email address that is a distribution list (it@mydomain.net). This address will distribute any mail to myself and the other IT person.  My thought was that if someone sends an email that generates a new ticket, we are notified via email.  This isn’t happening.

I have IT set as the owner of the unassigned group and have the IT profile “New ticket notification” set to “Yes.”  The mail is getting to the server, OTRS is picking it up and creating a new ticket, the new ticket is being assigned to the raw queue but there does not appear to be an email being sent out as notification.

Here is a copy of the system log:

Wed Aug 23 11:20:04 2006         notice  OTRS-PM3-10  Fetched 1 email(s) from help@helpdesk.mydomain.net.

Wed Aug 23 11:20:03 2006         notice   OTRS-PM3-10   New Ticket [2006082310000029/Testing] created (TicketID=6,Queue=Raw,Priority=3 normal,State=new)

Wed Aug 23 11:19:37 2006         notice   OTRS-CGI-10    User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1).

Wed Aug 23 11:15:52 2006         notice   OTRS-CGI-10    User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1).

Wed Aug 23 11:01:33 2006         notice   OTRS-CGI-10    User: jfusco authentication ok (REMOTE_ADDR: 10.1.1.1).

Wed Aug 23 10:50:03 2006         notice   OTRS-PM3-10   Fetched 1 email(s) from help@helpdesk.mydomain.net.

Wed Aug 23 10:50:03 2006         notice   OTRS-PM3-10   New Ticket [2006082310000011/Notification Te] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new)

As a side, I have given myself all rights to the unassigned group except owner. I have the raw queue in my favorites list.  I cannot, however, see any of the new tickets in the raw queue when logged in as myself.  I can only see them when logged in as IT.  This is why you see my authentication three times.  I was checking to see if there were any new tickets.  There were but I couldn’t see them.

Any help is appreciated

Joe Fusco

Network Manager

Ocean Dental Corporate Headquarters

Stillwater, OK

Email: joe.fusco@oceandental.net

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