Hi there, I'm running OTRS v2.0.4p01-4 under Debian Etch which has been upgraded from Sarge with OTRS v1.x on it. I manually upgraded the PostgreSQL database schema because this wasn't done during the automatic upgrade, and all seems to work fine, excepted the notifications. If I create a ticket by sending an email to otrs@mydomain, the ticket is created and put in the correct queue. So it seems that procmail is correctly launched and PostMaster.pl correctly parses the message. If I login as a fake customer user and create a ticket it is created correctly and viewable when I login as a normal user. If when logged as a normal user I answer a ticket by email, the message is sent correctly to the customer user. BUT normal users are never notified that a new ticket has been created, which renders OTRS in fact unusable. If while logged in as the admin I send an admin notification, it is correctly sent to normal users though. I've checked my mail server logs and nothing gets sent. If when logged as an admin I view the system log, I've got : "OTRS-PM-10 Sent agent 'NewTicket' notification to 'user@mydomain'." So it appears that OTRS "believes" that it has sent the notification but in fact wasn't able to do this. I use Exim as the outgoing SMTP server, and nothing appears in mainlog, rejectlog or paniclog, so OTRS fails somewhere before the notification gets sent. Any idea of what I should do to manually send a fake notification to diagnose the problem further ? Thanks in advance for any help bye Jerome Alet
Hello Jerome, On Thu, Mar 30, 2006 at 08:43:55PM +0200, Jerome Alet wrote:
I'm running OTRS v2.0.4p01-4 under Debian Etch which has been upgraded from Sarge with OTRS v1.x on it.
I manually upgraded the PostgreSQL database schema because this wasn't done during the automatic upgrade, and all seems to work fine, excepted the notifications.
:(
If I create a ticket by sending an email to otrs@mydomain, the ticket is created and put in the correct queue. So it seems that procmail is correctly launched and PostMaster.pl correctly parses the message.
Fine :).
If I login as a fake customer user and create a ticket it is created correctly and viewable when I login as a normal user.
Fine :).
If when logged as a normal user I answer a ticket by email, the message is sent correctly to the customer user.
Fine :).
BUT normal users are never notified that a new ticket has been created, which renders OTRS in fact unusable.
Have the users enabled the notification about a new ticket in their personal preferences? Maybe this setting was lost during the update process. Also every outgoing notification should be logged in the apache log or in the OTRS logfile.
I've checked my mail server logs and nothing gets sent.
Maybe a problem also could be that the following config param isn't set: # SendmailNotificationEnvelopeFrom # Set a email address that is used as envelope from header in outgoing # notifications $Self->{'SendmailNotificationEnvelopeFrom'} = 'foo@example.tld';
Jerome Alet
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Hi, On Mon, Apr 03, 2006 at 02:27:14PM +0200, Christian Schoepplein wrote:
BUT normal users are never notified that a new ticket has been created, which renders OTRS in fact unusable.
Have the users enabled the notification about a new ticket in their personal preferences? Maybe this setting was lost during the update process. Also every outgoing notification should be logged in the apache log or in the OTRS logfile.
No all was correctly set, as checked directly by doing SELECTs in the database.
I've checked my mail server logs and nothing gets sent.
Maybe a problem also could be that the following config param isn't set:
# SendmailNotificationEnvelopeFrom # Set a email address that is used as envelope from header in outgoing # notifications $Self->{'SendmailNotificationEnvelopeFrom'} = 'foo@example.tld';
Now I've set this. It seems that I was finally able to fix the problem by configuring OTRS to send mail using SMTP on localhost instead of using the sendmail command directly, so maybe the problem is in my sendmail command line options, or permissions, or whatever... It works now, that's what I wanted :-) Thanks for your help ! bye Jerome Alet
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Christian Schoepplein -
Jerome Alet