Re: [otrs] Not sending email for new tickets?

On Fri, 17 Aug 2007, [ISO-8859-1] Sébastien Prud'homme wrote:

Don't mix customers and agents. The owner of a ticket is in OTRS the

I'm not. The customer submited a ticket to the queue and got the emails that were generated because of that. I included the information that the customer does get email to indicate that the problem is not with the mail configuration.

For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in "my queues"). If i remember you can also set the agent preferences in the admin interface.

The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's "My Queues." The agent's are also setup to get emails if a ticket is moved into their queue. In neither of these cases is an email generated. This is the log output, from the above configuration, that is generated when a new ticket is created by the customer. The customer is keen@type2.com. No other log output is generated, and no emails are sent to the agents (any of them).

...

Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer ' from 'OTRS System '. HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15, ArticleID=31) to 'test customer '.

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