
Alan,
I found that the customer user has to be defined in OTRS before any event
based notifications with *Customer* as the recipient will fire - both for
TicketStateUpdate as for TicketCreate events.
If you'd set CustomerNotifyJustToRealCustomer in SysConfig to "No", there
will be nothing in the OTRS log indicating a message has (not) been sent.
If you'd set CustomerNotifyJustToRealCustomer to "Yes", you'd see a message
like this in the System Log:
*"*Sent no customer notification because of missing customer email
(CustomerUserID=)!
If the email address that sends in the messages is defined in OTRS, the
event based notification will work just fine.
I guess this resembles your findings?
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Wed, Aug 12, 2009 at 16:11, Alan McKay
On Wed, Aug 12, 2009 at 10:03 AM, LQ Marshall
wrote: Have you enabled notifications on the user agent's profile preferences? - When in doubt print it out.
The user does not have a profile do they? It's a random customer sending email to our support address.
I go into "users" and then "*" and there is no user showing up for my email customer (me at this address)
I'm not talking about the agent. I'm talking about the user/customer sending email to the customer support email address.
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