
Here are the history entries for my ticket with ebn set up as described earlier: Action Comment NewTicket New Ticket [2009081010000011] created (Q=Test Queue;P=2 low;S=open). CustomerUpdate Updated: CustomerID=;CustomerUser=jimi hendrix; SendCustomerNotification Notification sent to jburk2@rr.nc.com. <===This is the one you're missing! SendAgentNotification "Ticket Added To Queue"-notification sent to "james.burk@dornc.com". TicketFreeTextUpdate Updated: FreeKey13=CriticalityID;FreeText13=1; TicketFreeTextUpdate Updated: FreeKey14=ImpactID;FreeText14=8; PhoneCallCustomer Customer called us. OwnerUpdate New owner is "jimburk" (ID=2). Lock Locked ticket. Misc Reset of unlock time. AddNote Added note (Close) TicketFreeTextUpdate Updated: FreeKey15=Review Required;FreeText15=0; StateUpdate Old: "open" New: "closed successful" SendCustomerNotification Notification sent to "jburk2@rr.nc.com". Unlock Unlocked ticket. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com
Alan McKay
8/11/2009 3:30 PM >>> The notices in the history for the ticket coming in are not the same as for going out. Is that normal, or should they be the same?
Here is the whole history for a ticket. I got no email when it
arrived. But I did get an email when I closed it.
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
This is interesting. The ticket history shows this, but I did not get an email for ticket open. But when I close the ticket, I get the email no problem.
So what do I have misconfigured???
NewTicket New Ticket [2009081110000046] created (Q=External Support;P=3 normal;S=new). - root@localhost (Admin OTRS) 11/08/2009 14:35:02
CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; - root@localhost (Admin OTRS) 11/08/2009 14:35:02
EmailCustomer Added email. x root@localhost (Admin OTRS) 11/08/2009 14:35:02
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