Hey folks,
This is my 3rd attempt at getting some help here - still just largely
getting crickets.
Someone suggested maybe I was not providing enough info. So I
provided the ticket "history" in my previous attempt, and still
crickets.
Is there a link somewhere that tells me what info to send to the list
to get help?
If I create an "email ticket" in the web GUI, the user gets
notification of the new ticket.
However, if I send email as that same user, there is no notification
coming back. The ticket gets created just fine. And when I close it,
the user gets that notification.
I use event based notification for both. But ticket close
notification works. New ticket notification does not.
Here is the ticket history for the one that did not work. What other
info should I provide?
NewTicket
New Ticket [2009081110000064] created (Q=External Support;P=3 normal;S=new).
root@localhost (Admin OTRS)
11/08/2009 15:18:02
CustomerUpdate
Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com;
root@localhost (Admin OTRS)
11/08/2009 15:18:02
EmailCustomer
Added email.
root@localhost (Admin OTRS)
11/08/2009 15:18:02
Lock
Locked ticket.
amckay (Alan McKay)
11/08/2009 15:18:30
Misc
Reset of unlock time.
amckay (Alan McKay)
11/08/2009 15:18:30
OwnerUpdate
New owner is "amckay" (ID=2).
amckay (Alan McKay)
11/08/2009 15:18:30
AddNote
Added note (Owner)
amckay (Alan McKay)
11/08/2009 15:18:31
AddNote
Added note (Close)
amckay (Alan McKay)
11/08/2009 15:27:57
StateUpdate
Old: "new" New: "closed successful"
amckay (Alan McKay)
11/08/2009 15:27:57
SendCustomerNotification
Notification sent to "Alan McKay