---------- Forwarded message ---------- From: Ramziddin Artykov Date: Jan 30, 2007 2:18 PM Subject: Re: Possible solution to your "[otrs] Notification problems" To: Armando De la Re Vega Hi Armando Thanks for your fast reply and help.Although I have done all the things you have written, that was useless. May be something more I should do. I have noticed one more thing.When a customer opens a new ticket form web interface it sets the owner of the ticket as the root@localhost. But the user "Ali" shoulb be there i think. Maybe this something to consider. I'm looking forward to your reply or others' reply. On 1/22/07, Armando De la Re Vega wrote:

Ramziddin Artykov:

I don´t know how to reply an answer in OTRS lists, so I will reply you by email and maybe you could list it. I have a similar problem. 1) I put the "Send me a notification if there is new ticket in my queues" to "yes" 2) If a customer send an email to my otrs email it send notification of "new ticket" 3) But if a customer send it from the customer webinterface, it doesn't send a notification.

Searched otrs lists and bugzilla and finally found something. Hope this possible solution helps you.

Regards, Armando de la Re

#####################POSIBLE SOLUTION################################ Bug 977 http://bugs.otrs.org/show_bug.cgi?id=977 "No notification for new ticket from webinterface"

---------------------------------------------------------------------------------------- In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:

$Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self});

Change it to: $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); ----------------------------------------------------------------------------------------

#######################################################################

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Date: Mon, 22 Jan 2007 20:14:05 +0500 From: "Ramziddin Artykov" < rartykov@gmail.com> Subject: [otrs] Notification problems To: otrs@otrs.org Message-ID:

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Hi

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I am currently analysing otrs 2.1 with some definite purposes I've noticed that it doesn't send any notification to user accaount when he receives new ticket from the customer. I've checked the checkbox that tells "Send me a notification if there is new ticket in my queues" i have "yes" to there. But it was useless. However it does send a notification about a follow-up What might be the problem. Please help ASAP.

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Regards

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Ramziddin