Howto receive email notifications?

Rui Lopes

29 Jun 2007 29 Jun '07

3:08 p.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience! I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up? I though this was a matter of setting the following user preferences to "Yes": New ticket notification Follow up notification But it didn't do the trick, what I'm missing? I see no errors on the log, so I'm a bit loss here. BTW, is there an IRC channel about OTRS? TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhSBag6ss8INEYd4RAtaeAKCfGcIMplXMnBg2dJe/33es5LkrGACgg7o6 nTt7o+97mZtnIFL1XkZPbX4= =E6kR -----END PGP SIGNATURE-----

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Gabriele D'Andrea

29 Jun 29 Jun

3:20 p.m.

Hi Rui, notifications only works for the selected queues, so you sholud also select 1 or more queue from the MyQueues box Gabriele ----- Original Message ----- From: "Rui Lopes" To: Sent: Friday, June 29, 2007 5:08 PM Subject: [otrs] Howto receive email notifications?

...

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Hi,

I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience!

I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up?

I though this was a matter of setting the following user preferences to "Yes":

New ticket notification Follow up notification

But it didn't do the trick, what I'm missing?

I see no errors on the log, so I'm a bit loss here.

BTW, is there an IRC channel about OTRS?

TIA!

Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFGhSBag6ss8INEYd4RAtaeAKCfGcIMplXMnBg2dJe/33es5LkrGACgg7o6 nTt7o+97mZtnIFL1XkZPbX4= =E6kR -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Rui Lopes

3:40 p.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Gabriele, Gabriele D'Andrea wrote:

...

notifications only works for the selected queues, so you sholud also select 1 or more queue from the MyQueues box

Ah... thank you! I didn't notice I could select the queues, I thought I would receive notifications for all the queues I see on "My Queues". I've created a new ticket from a customer account (using the web browser at customer.pl). Though, its not yet working :-( I just get this on the log (like before): OTRS-CGI-10[22518]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007062910000127/again...] created (TicketID=13,Queue=Support,Priority=3 normal,State=new) And no email was ever sent/created. Any tip to troubleshoot this? Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhSfgg6ss8INEYd4RAiTVAJ0agIrdmq2S8nH4a+6fUej1q61L3wCgyFZo zn4GwT7Yrp08QAigV9b3V8I= =z6eD -----END PGP SIGNATURE-----

Gabriele D'Andrea

4:02 p.m.

Hmm, think I noticed the same issue, but I didn't find an aswer for this (at least I don't remember any)... maybe someone has an answer for this? ----- Original Message ----- From: "Rui Lopes" To: "User questions and discussions about OTRS.org" Sent: Friday, June 29, 2007 5:40 PM Subject: Re: [otrs] Howto receive email notifications?

...

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Hi Gabriele,

Gabriele D'Andrea wrote:

...
notifications only works for the selected queues, so you sholud also select 1 or more queue from the MyQueues box

Ah... thank you! I didn't notice I could select the queues, I thought I would receive notifications for all the queues I see on "My Queues".

I've created a new ticket from a customer account (using the web browser at customer.pl).

Though, its not yet working :-(

I just get this on the log (like before):

OTRS-CGI-10[22518]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007062910000127/again...] created (TicketID=13,Queue=Support,Priority=3 normal,State=new)

And no email was ever sent/created.

Any tip to troubleshoot this?

Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFGhSfgg6ss8INEYd4RAiTVAJ0agIrdmq2S8nH4a+6fUej1q61L3wCgyFZo zn4GwT7Yrp08QAigV9b3V8I= =z6eD -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Rui Lopes

6:03 p.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, Rui Lopes wrote:

...

I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience!

I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up?

I though this was a matter of setting the following user preferences to "Yes":

New ticket notification Follow up notification

But it didn't do the trick, what I'm missing?

I see no errors on the log, so I'm a bit loss here.

OK, I've selected the queues I wanted to receive notifications for, but its not working. I traced this to something that does not seem to be right. Here is the approximate call stack: Kernel/System/Ticket/Article.pm:ArticleCreate() Kernel/System/Ticket/Article.pm:SendAgentNotification() Kernel/System/Ticket.pm:GetSubscribedUserIDsByQueueID() Kernel/System/Ticket.pm:Kernel::System::CustomerGroup::GroupMemberList() where this SQL is executed: SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_customer_user gu WHERE g.valid_id IN ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('ro', 'rw') AND gu.user_id = '2' That last bit seems wrong, because the group_customer_user.user_id is a string and not a number... so it allays returns an empty set; this seems to be a bug, though, I can't seem to nail it down :-( Can you guys help me out? I really need this working, because without email notifications, I cannot use OTRS :-( TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhUl1g6ss8INEYd4RAhOjAJ9ziCTlTJPp4nznta2d8vxre2WaggCfceGf Q0vCVoKqUG0zY3XAPy1F/7s= =yhMA -----END PGP SIGNATURE-----

Gabriele D'Andrea

30 Jun 30 Jun

4:16 a.m.

Well, have you tried removing the ' ? ----- Original Message ----- From: "Rui Lopes" To: "User questions and discussions about OTRS.org" Sent: Friday, June 29, 2007 8:03 PM Subject: Re: [otrs] Howto receive email notifications?

...

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Hello,

Rui Lopes wrote:

...
I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience!

I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up?

I though this was a matter of setting the following user preferences to "Yes":

New ticket notification Follow up notification

But it didn't do the trick, what I'm missing?

I see no errors on the log, so I'm a bit loss here.

OK, I've selected the queues I wanted to receive notifications for, but its not working.

I traced this to something that does not seem to be right. Here is the approximate call stack:

Kernel/System/Ticket/Article.pm:ArticleCreate() Kernel/System/Ticket/Article.pm:SendAgentNotification() Kernel/System/Ticket.pm:GetSubscribedUserIDsByQueueID() Kernel/System/Ticket.pm:Kernel::System::CustomerGroup::GroupMemberList()

where this SQL is executed:

SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_customer_user gu WHERE g.valid_id IN ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('ro', 'rw') AND gu.user_id = '2'

That last bit seems wrong, because the group_customer_user.user_id is a string and not a number... so it allays returns an empty set; this seems to be a bug, though, I can't seem to nail it down :-(

Can you guys help me out?

I really need this working, because without email notifications, I cannot use OTRS :-(

TIA!

Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFGhUl1g6ss8INEYd4RAhOjAJ9ziCTlTJPp4nznta2d8vxre2WaggCfceGf Q0vCVoKqUG0zY3XAPy1F/7s= =yhMA -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Rui Lopes

7:39 a.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Gabriele D'Andrea wrote:

...

Well, have you tried removing the ' ?

The '' does not matter, what matters is that inside the group_customer_user.user_id column you only have strings (eg: customer@example.com) and not numbers (eg: 2), which leads me thinking that the whole SQL statement should not be used in that context, which means there is something wrong at that point in the code. But I can't figure it out without digging further in the code. So, I'm hopping some OTRS developer can figure this out soonish. Thanks, Rui Lopes

...

----- Original Message ----- From: "Rui Lopes" To: "User questions and discussions about OTRS.org" Sent: Friday, June 29, 2007 8:03 PM Subject: Re: [otrs] Howto receive email notifications?

Hello,

Rui Lopes wrote:

...
...
...
I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience!

I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up?

I though this was a matter of setting the following user preferences to "Yes":

New ticket notification Follow up notification

But it didn't do the trick, what I'm missing?

I see no errors on the log, so I'm a bit loss here.

OK, I've selected the queues I wanted to receive notifications for, but its not working.

I traced this to something that does not seem to be right. Here is the approximate call stack:

Kernel/System/Ticket/Article.pm:ArticleCreate() Kernel/System/Ticket/Article.pm:SendAgentNotification() Kernel/System/Ticket.pm:GetSubscribedUserIDsByQueueID() Kernel/System/Ticket.pm:Kernel::System::CustomerGroup::GroupMemberList()

where this SQL is executed:

SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id FROM groups g, group_customer_user gu WHERE g.valid_id IN ( 1 ) AND g.id = gu.group_id AND gu.permission_value = 1 AND gu.permission_key IN ('ro', 'rw') AND gu.user_id = '2'

That last bit seems wrong, because the group_customer_user.user_id is a string and not a number... so it allays returns an empty set; this seems to be a bug, though, I can't seem to nail it down :-(

Can you guys help me out?

I really need this working, because without email notifications, I cannot use OTRS :-(

TIA!

Best regards, Rui Lopes

-----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhgilg6ss8INEYd4RAuYZAJ9GfSQXKL+y2hYoo6GeeVZi+v1eTACgwKa0 U2v1ofVa9I5sOV0ZRSfKxFw= =BWVZ -----END PGP SIGNATURE-----

Nils Breunese (Lemonbit)

9:13 a.m.

Rui Lopes wrote:

...

Gabriele D'Andrea wrote:

...
Well, have you tried removing the ' ?

The '' does not matter, what matters is that inside the group_customer_user.user_id column you only have strings (eg: customer@example.com) and not numbers (eg: 2), which leads me thinking that the whole SQL statement should not be used in that context, which means there is something wrong at that point in the code. But I can't figure it out without digging further in the code. So, I'm hopping some OTRS developer can figure this out soonish.

If you want to report a bug to be fixed, don't go hoping, but file it! http://bugs.otrs.org/ Nils Breunese.

Rui Lopes

9:45 a.m.

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Nils Breunese (Lemonbit) wrote:

...

Rui Lopes wrote:

...
Gabriele D'Andrea wrote:

...
Well, have you tried removing the ' ?

The '' does not matter, what matters is that inside the group_customer_user.user_id column you only have strings (eg: customer@example.com) and not numbers (eg: 2), which leads me thinking that the whole SQL statement should not be used in that context, which means there is something wrong at that point in the code. But I can't figure it out without digging further in the code. So, I'm hopping some OTRS developer can figure this out soonish.

If you want to report a bug to be fixed, don't go hoping, but file it!

http://bugs.otrs.org/

I have to hope, cause I don't known how to fix it myself :-( I found a bug report similar to mine yesterday. Its at: http://bugs.otrs.org/show_bug.cgi?id=977 I hope it'll be fixed soonish :-) Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhiY/g6ss8INEYd4RAm8YAKC5k1qcY54LOmyZ/veLZvdgoqlQVACgz25d O3GX645nMN/73px2z0zZO2A= =dQvZ -----END PGP SIGNATURE-----

Nils Breunese (Lemonbit)

11:38 a.m.

Rui Lopes wrote:

...

I have to hope, cause I don't known how to fix it myself :-(

I found a bug report similar to mine yesterday. Its at:

http://bugs.otrs.org/show_bug.cgi?id=977

I hope it'll be fixed soonish :-)

If you don't know how to fix it yourself, you don't have to hope, but you have to report. But if someone else already reported the same thing, there is of course no need to report it again. Nils Breunese.

Gabriele D'Andrea

2 Jul 2 Jul

4:32 a.m.

Well, I don't remember very well, cause it was an issue I had some time ago. I think I had the same problem: agents receiving notifications when a ticket is opened via mail but not when is opened via web interface. At the moment, I think I haven't got this issue anymore, but I don't remember how I fixed. I tried to open a ticket by customer web interface in our test environment, and it works just fine. I couldn't try in production environment, but I'll keep monitoring to see whether it works fine or not. Gabriele ----- Original Message ----- From: "Rui Lopes" To: "User questions and discussions about OTRS.org" Sent: Saturday, June 30, 2007 11:45 AM Subject: Re: [otrs] Howto receive email notifications?

...

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1

Nils Breunese (Lemonbit) wrote:

...
Rui Lopes wrote:

...
Gabriele D'Andrea wrote:

...
Well, have you tried removing the ' ?

The '' does not matter, what matters is that inside the group_customer_user.user_id column you only have strings (eg: customer@example.com) and not numbers (eg: 2), which leads me thinking that the whole SQL statement should not be used in that context, which means there is something wrong at that point in the code. But I can't figure it out without digging further in the code. So, I'm hopping some OTRS developer can figure this out soonish.

If you want to report a bug to be fixed, don't go hoping, but file it!

http://bugs.otrs.org/

I have to hope, cause I don't known how to fix it myself :-(

I found a bug report similar to mine yesterday. Its at:

http://bugs.otrs.org/show_bug.cgi?id=977

I hope it'll be fixed soonish :-)

Thanks, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org

iD8DBQFGhiY/g6ss8INEYd4RAm8YAKC5k1qcY54LOmyZ/veLZvdgoqlQVACgz25d O3GX645nMN/73px2z0zZO2A= =dQvZ -----END PGP SIGNATURE----- _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

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Gabriele D'Andrea
Nils Breunese (Lemonbit)
Rui Lopes