I just want to add a information,

We can see in the log that otrs is sending the mail, but the customer did'nt get it :s


"
Sent customer 'OwnerUpdate' notification to 'karl@gmail.com'.
Tue Jan 13 09:15:43 2009 notice OTRS-CGI-10 Sent email to 'karl@gmail.com' from 'ITP Ticket System <itpticket@xxxxxx.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#2009011310119] New Owner "Karl"!;
Tue Jan 13 09:15:25 2009 notice OTRS-CGI-10 Sent customer 'QueueUpdate' notification to 'ktrasschaert@gmail.com'.
Tue Jan 13 09:15:25 2009 notice OTRS-CGI-10 Sent email to 'karl@gmail.com' from 'ITP Ticket System <itpticket@xxxxxx.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#2009011310119] New Queue "Maintenance SMBS::Maintenance remote [SMBS]"!;
"

From: karlzre@hotmail.com
To: otrs@otrs.org
Date: Tue, 13 Jan 2009 07:18:48 +0000
Subject: [otrs] Notification not send to customer

Hi Everybody,

I'm using OTRS 2.2.7 on a UBUNTU server.
First i'v installed a older version of OTRS on my server and the notifications where working correctly.
Now when a customer create a new ticket By e-mail, he didn't get any notification for open/close/owner Change or moved ticket.
But The agent get the notifications and if we answer to the ticket, the customer get the answer. ( So i think i can say that the smtp server is well configured.
In the admin the autoresponse <-->queue is configured

I also done that :

In version 2.2.4, the line (4192) is:

Before:
if (!$Param{SendNoNotification}){

After:
if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed'  ){

But didn't did the trick.

Any idea?

Thx in advance





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