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.

 

 

>>> Alan McKay <alan.mckay@gmail.com> 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@gmailcom;
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 <alan.mckay@gmail.com>".
amckay (Alan McKay)
11/08/2009 15:27:57

Unlock
Unlocked ticket.
amckay (Alan McKay)
11/08/2009 15:27:57

Lock
Locked ticket.
amckay (Alan McKay)
11/08/2009 15:28:00

Misc
Reset of unlock time.
amckay (Alan McKay)
11/08/2009 15:28:00


On Tue, Aug 11, 2009 at 2:48 PM, Alan McKay<alan.mckay@gmail.com> wrote:
> 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
>
> --
> “Don't eat anything you've ever seen advertised on TV”
>         - Michael Pollan, author of "In Defense of Food"
>



--
“Don't eat anything you've ever seen advertised on TV”
         - Michael Pollan, author of "In Defense of Food"
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