Hello,

I was having the same problem. This problem seems to exist in version 2.0.4 and every version after that. After researching the bug via http://bugs.otrs.org, #1113 had the answer. You need to change Ticket.pm. Here is the code that is posted, which I have implemented and seems to work: 


Index: System/Ticket.pm
===================================================================
RCS file: /home/cvs/otrs/Kernel/System/Ticket.pm,v
retrieving revision 1.227
diff -u -r1.227 Ticket.pm
--- System/Ticket.pm	19 Oct 2006 20:15:45 -0000	1.227
+++ System/Ticket.pm	29 Oct 2006 16:16:26 -0000
@@ -106,12 +106,7 @@
     }
 
     $Self->{UserObject} = Kernel::System::User->new(%Param);
-    if (!$Param{GroupObject}) {
-        $Self->{GroupObject} = Kernel::System::Group->new(%Param);
-    }
-    else {
-        $Self->{GroupObject} = $Param{GroupObject};
-    }
+    $Self->{GroupObject} = Kernel::System::Group->new(%Param);
 
     $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param);
     if (!$Param{CustomerGroupObject}) {
===================================================================

Good Luck!

- Jennifer




Subject:
[otrs] Problem with EMail notification !
From:
Sébastien SAMOUILHAN <ssamouilhan@yacast.fr>
Date:
Fri, 1 Dec 2006 15:53:19 +0100
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<otrs@otrs.org>
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3		 

Hello,

I have some trouble whit EMail Notification.
I ha ve configured a POP3 account.
If i send a message to this POP3 account, le message is sent in the good queue and i my agents receive an email.
If a customer create a new ticket, my agents don't receive notification mail !
if an agent edit on close the ticket, my customer receive an email.

My only question is why my agents don't receive an email if the ticket is created in the web interface ??


thank's a lot.

 

  

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