Not sending email for new tickets?

older
ticketc owend by admin not queue...

david raistrick

17 Aug 2007 17 Aug '07

6:29 p.m.

Folks, Just installed 2.2.2 and am trying to get things setup. I'm having trouble getting the system to send a notification email to members of a Queue when a new ticket is created in the Queue. Email in general works (to the owner of a ticket when the ticket is created or closed, user creation and password emails, etc).

...

From what I can tell, all of the correct options are turned on to allow these notification emails to happen, but no email is ever generated.

Here's what shows up in the log. keen@type2.com is the "customer" who created the ticket, and is not a member of the queue the ticket is created it: Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer ' from 'OTRS System '. HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15, ArticleID=31) to 'test customer '. Any help, suggestions, documentation pointers, or known bugs that might help me out here? I've make sure the queue has a "auto reply/new ticket" set in AutoResponses <> Queue. Ideas? thanks. --- david raistrick http://www.netmeister.org/news/learn2quote.html drais@icantclick.org http://www.expita.com/nomime.html

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Sébastien Prud'homme

17 Aug 17 Aug

9:22 p.m.

Hi, Don't mix customers and agents. The owner of a ticket is in OTRS the agent who is working on it. What you seem to have configured is the customer part of the notifications. For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in "my queues"). If i remember you can also set the agent preferences in the admin interface. 2007/8/17, david raistrick :

...

Folks,

Just installed 2.2.2 and am trying to get things setup.

I'm having trouble getting the system to send a notification email to members of a Queue when a new ticket is created in the Queue.

Email in general works (to the owner of a ticket when the ticket is created or closed, user creation and password emails, etc).

...
From what I can tell, all of the correct options are turned on to allow these notification emails to happen, but no email is ever generated.

Here's what shows up in the log. keen@type2.com is the "customer" who created the ticket, and is not a member of the queue the ticket is created it:

Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer ' from 'OTRS System '. HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15, ArticleID=31) to 'test customer '.

Any help, suggestions, documentation pointers, or known bugs that might help me out here?

I've make sure the queue has a "auto reply/new ticket" set in AutoResponses <> Queue.

Ideas?

thanks.

--- david raistrick http://www.netmeister.org/news/learn2quote.html drais@icantclick.org http://www.expita.com/nomime.html

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david raistrick

11:38 p.m.

On Fri, 17 Aug 2007, [ISO-8859-1] Sébastien Prud'homme wrote:

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Don't mix customers and agents. The owner of a ticket is in OTRS the

I'm not. The customer submited a ticket to the queue and got the emails that were generated because of that. I included the information that the customer does get email to indicate that the problem is not with the mail configuration.

...

For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in "my queues"). If i remember you can also set the agent preferences in the admin interface.

The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's "My Queues." The agent's are also setup to get emails if a ticket is moved into their queue. In neither of these cases is an email generated. This is the log output, from the above configuration, that is generated when a new ticket is created by the customer. The customer is keen@type2.com. No other log output is generated, and no emails are sent to the agents (any of them).

...

...
Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer ' from 'OTRS System '. HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15, ArticleID=31) to 'test customer '.

--- david raistrick http://www.netmeister.org/news/learn2quote.html drais@icantclick.org http://www.expita.com/nomime.html

Nils Breunese (Lemonbit)

11:53 p.m.

david raistrick wrote:

...

...
For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in "my queues"). If i remember you can also set the agent preferences in the admin interface.

The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's "My Queues."

But is the queue selected? Notifications are only sent for selected queues. Nils Breunese.

david raistrick

18 Aug 18 Aug

1:02 a.m.

On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote:

...

...
The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's "My Queues."

But is the queue selected? Notifications are only sent for selected queues.

Ok, that wasn't obvious. How do you select the queue? highlight it and save? I won't be back in front of it till Monday though. thanks! --- david raistrick http://www.netmeister.org/news/learn2quote.html drais@icantclick.org http://www.expita.com/nomime.html

Nils Breunese (Lemonbit)

1:48 a.m.

david raistrick wrote:

...

On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote:

...
...
The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's "My Queues."

But is the queue selected? Notifications are only sent for selected queues.

Ok, that wasn't obvious.

How do you select the queue? highlight it and save?

Yes. I agree something like checkboxes would be way more intuitive though. Nils Breunese.

david raistrick

20 Aug 20 Aug

5:58 p.m.

On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote:

...

But is the queue selected? Notifications are only sent for selected queues.

This did the trick. Emails are now sent to agents for new tickets. I was hoping there was a way to /force/ this to happen, instead of requiring each agent to select this manually....any ideas (short of using a script to keep these selected in the "personal_queues" table..)? thanks! ..david --- david raistrick http://www.netmeister.org/news/learn2quote.html drais@icantclick.org http://www.expita.com/nomime.html

Sébastien Prud'homme

9:12 p.m.

As i said you can select the queues in the admin interface. You can also turn off these settings in the agent preferences so that agent can't change them. (or you can hack GetSubscribedUserIDsByQueueID function in Kernel/System/Ticket.pm) 2007/8/20, david raistrick :

...

On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote:

...
But is the queue selected? Notifications are only sent for selected queues.

This did the trick. Emails are now sent to agents for new tickets.

I was hoping there was a way to /force/ this to happen, instead of requiring each agent to select this manually....any ideas (short of using a script to keep these selected in the "personal_queues" table..)?

thanks!

..david

--- david raistrick http://www.netmeister.org/news/learn2quote.html drais@icantclick.org http://www.expita.com/nomime.html

_______________________________________________ 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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david raistrick
Nils Breunese (Lemonbit)
Sébastien Prud'homme