Re: [otrs] No Move Notification to Queue Owner

22 Apr 2009

      Frans Stekelenburg wrote:
...
Who is the owner before and after the Move?
If you are the one moving, and you are the only agent, perhaps the
system won't bother notifying about your own work ;-)
That's a fantastic reply!  And I must confess I had similar thoughts, 
but I didn't convince myself :-).
...
Create a second agent account and try...
...and this is a great suggestion - thanks, I'll give that a go.
...
gr,
Frans
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf
Of
...
Michael Abboud
Sent: woensdag 22 april 2009 09:24
To: User questions and discussions about OTRS.
Subject: Re: [otrs] No Move Notification to Queue Owner
Frans Stekelenburg wrote:
...
Oke, let's run it from the start:
What is set for your agent account in your "Preferences":
- 'Move notification' is set to "Yes"?
Yes.
...
- Your own 'MA' queue is selected under 'My Queues'?
Yes.
...
- Your 'Language' is set to 'English'?
Yes
...
As Admin, check [Queue], your 'MA' Queue: What group is set?
users
...
Under [Users<->Groups], check 'MA'. You have full rights?
There is only users michael and root@localhost here.  User michael has
full rights, and also has My Queues values of MA and Raw
Thanks again Frans!
Michael
...
gr,
Frans
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On
Behalf
...
...
Of
...
Michael Abboud
Sent: woensdag 22 april 2009 05:45
To: User questions and discussions about OTRS.
Subject: Re: [otrs] No Move Notification to Queue Owner
Thanks for your response Frans,
Answers below
Frans Stekelenburg wrote:
...
Hello Sydney, greetings back from the Netherlands, Europe, where
patience is a virtue.
...and apologies for my impatience.
:-)
...
But please first explain why you are using .el at all?
I guess you have chosen greek as your preferred language?
...it was a mistake on my part.  To clarify, all I did was simply
modify
the
el::Agent::Move notification contents, that was all
...
Just in case: have you restart everything (apache) after change?
...just restarted Apache, and still no go.  To test, I created a
new
...
...
...
email ticket to Raw, then did a move queue to MA.  This is all I
got
...
...
in
...
the Syslog:
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	POP3:
Fetched 1
email(s) from support@breakthru.com.au/mail.breakthru.com.au.
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	Sent
agent
'NewTicket' notification to 'michael@breakthru.com.au'.
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	Sent
auto response
(SendAutoReply) for Ticket [2009042210000014] (TicketID=53,
ArticleID=281) to 'Michael Abboud '.
Wed Apr 22 13:38:03 2009 	notice 	OTRS-PMAccount-10 	Sent
email to
'Michael Abboud ' from 'Breakthru
Support
'. HistoryType => SendAutoReply, Subject
=>
...
...
[Breakthru#: 2009042210000014] [Fwd: Re: [otrs] No Move [...];
Wed Apr 22 13:38:02 2009 	notice 	OTRS-PMAccount-10 	New
Ticket
[2009042210000014/[Fwd: Re: [otrs] created
(TicketID=53,Queue=Raw,Priority=3 normal,State=new)
...and no notify email still.
...
Kind regards,
Frans Stekelenburg
NetDialog Service Center
Thanks,
Michael
...
+31 30 789 3636
www.netdialog.eu
...
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On
Behalf
...
...
Of
...
Michael Abboud
Sent: maandag 20 april 2009 13:53
To: otrs@otrs.org
Subject: [otrs] No Move Notification to Queue Owner
Greetings to the list from Sydney, Australia,
This is my first post, so please be patient!
I'm running OTRS v2.3.3 on Linuxx Centos v5.2
I do not get notifications when I move tickets from the Raw queue
to
...
...
my
...
own MA queue.  Other notifications work fine, such as New Ticket
in
...
...
...
...
Raw,
Ticket Followup notifies etc.  So I'm confident SMTP / mail
settings
...
...
...
are
in order.
In the OTRS System Log, I see the following messages:
Mon Apr 20 20:09:23 2009 	notice 	OTRS-CGI-10 	Can't
find
...
...
...
...
notification
for Agent::Move and el, try it again with en!
Mon Apr 20 20:09:17 2009 	notice 	OTRS-CGI-10 	Can't
find
...
...
...
...
notification
for Agent::ResponsibleUpdate and el, try it again with en!
Mon Apr 20 19:56:55 2009 	notice 	OTRS-CGI-10 	Can't
find
...
...
...
...
notification
for Agent::Move and el, try it again with en!
...and
Sat Apr 4 19:21:41 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::Move and el, try it again with en!
Sat Apr 4 19:20:45 2009 	notice 	OTRS-CGI-10 	Can't find
notification
for Agent::Move and el, try it again with en!
I have customised the notification messages for the
en::Agent::Move
...
...
...
and
...
el::Agent::Move locales (not sure why I did it for the el locale,
but
...
...
anyway).  I get no notifies.
Is there somewhere else I need to check?
Many thanks,
Michael

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