Thanks for your response Frans, Answers below Frans Stekelenburg wrote:

Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue.

...and apologies for my impatience. :-)

But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language?

...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all

Just in case: have you restart everything (apache) after change?

...just restarted Apache, and still no go. To test, I created a new email ticket to Raw, then did a move queue to MA. This is all I got in the Syslog: Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from support@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'michael@breakthru.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [2009042210000014] (TicketID=53, ArticleID=281) to 'Michael Abboud '. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent email to 'Michael Abboud ' from 'Breakthru Support '. HistoryType => SendAutoReply, Subject => [Breakthru#: 2009042210000014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009 notice OTRS-PMAccount-10 New Ticket [2009042210000014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new) ...and no notify email still.

Kind regards,

Frans Stekelenburg NetDialog Service Center

Thanks, Michael

+31 30 789 3636 www.netdialog.eu

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner

Greetings to the list from Sydney, Australia,

This is my first post, so please be patient!

I'm running OTRS v2.3.3 on Linuxx Centos v5.2

I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order.

In the OTRS System Log, I see the following messages:

Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en!

...and

Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en!

I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies.

Is there somewhere else I need to check?

Many thanks, Michael

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Frans Stekelenburg wrote:

Oke, let's run it from the start:

What is set for your agent account in your "Preferences": - 'Move notification' is set to "Yes"?

Yes.

- Your own 'MA' queue is selected under 'My Queues'?

Yes.

- Your 'Language' is set to 'English'?

Yes

As Admin, check [Queue], your 'MA' Queue: What group is set?

users

Under [Users<->Groups], check 'MA'. You have full rights?

There is only users michael and root@localhost here. User michael has full rights, and also has My Queues values of MA and Raw Thanks again Frans! Michael

gr, Frans

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf

Of

...

Michael Abboud Sent: woensdag 22 april 2009 05:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner

Thanks for your response Frans,

Answers below

Frans Stekelenburg wrote:

...

Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue.

...and apologies for my impatience. :-)

...

But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language?

...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all

...

Just in case: have you restart everything (apache) after change?

...just restarted Apache, and still no go. To test, I created a new email ticket to Raw, then did a move queue to MA. This is all I got

in

...

the Syslog:

Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from support@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'michael@breakthru.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [2009042210000014] (TicketID=53, ArticleID=281) to 'Michael Abboud '. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent email to 'Michael Abboud ' from 'Breakthru Support '. HistoryType => SendAutoReply, Subject => [Breakthru#: 2009042210000014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009 notice OTRS-PMAccount-10 New Ticket [2009042210000014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new)

...and no notify email still.

...

Kind regards,

Frans Stekelenburg NetDialog Service Center

Thanks, Michael

...

+31 30 789 3636 www.netdialog.eu

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On

Behalf

...

...

Of

...

Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner

Greetings to the list from Sydney, Australia,

This is my first post, so please be patient!

I'm running OTRS v2.3.3 on Linuxx Centos v5.2

I do not get notifications when I move tickets from the Raw queue

to

...

...

my

...

own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail

settings

...

...

...

are in order.

In the OTRS System Log, I see the following messages:

Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en!

...and

Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en!

I have customised the notification messages for the en::Agent::Move

and

...

el::Agent::Move locales (not sure why I did it for the el locale,

but

...

...

anyway). I get no notifies.

Is there somewhere else I need to check?

Many thanks, Michael

---

...

-

...

...

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...

...

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Frans Stekelenburg wrote:

Who is the owner before and after the Move? If you are the one moving, and you are the only agent, perhaps the system won't bother notifying about your own work ;-)

That's a fantastic reply! And I must confess I had similar thoughts, but I didn't convince myself :-).

Create a second agent account and try...

...and this is a great suggestion - thanks, I'll give that a go.

gr, Frans

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf

Of

...

Michael Abboud Sent: woensdag 22 april 2009 09:24 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner

Frans Stekelenburg wrote:

...

Oke, let's run it from the start:

What is set for your agent account in your "Preferences": - 'Move notification' is set to "Yes"?

Yes.

...

- Your own 'MA' queue is selected under 'My Queues'?

Yes.

...

- Your 'Language' is set to 'English'?

Yes

...

As Admin, check [Queue], your 'MA' Queue: What group is set?

users

...

Under [Users<->Groups], check 'MA'. You have full rights?

There is only users michael and root@localhost here. User michael has full rights, and also has My Queues values of MA and Raw

Thanks again Frans! Michael

...

gr, Frans

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On

Behalf

...

...

Of

...

Michael Abboud Sent: woensdag 22 april 2009 05:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner

Thanks for your response Frans,

Answers below

Frans Stekelenburg wrote:

...

Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue.

...and apologies for my impatience. :-)

...

But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language?

...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all

...

Just in case: have you restart everything (apache) after change?

...just restarted Apache, and still no go. To test, I created a

new

...

...

...

email ticket to Raw, then did a move queue to MA. This is all I

got

...

...

in

...

the Syslog:

Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from support@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'michael@breakthru.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [2009042210000014] (TicketID=53, ArticleID=281) to 'Michael Abboud '. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent email to 'Michael Abboud ' from 'Breakthru Support '. HistoryType => SendAutoReply, Subject

=>

...

...

[Breakthru#: 2009042210000014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009 notice OTRS-PMAccount-10 New Ticket [2009042210000014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new)

...and no notify email still.

...

Kind regards,

Frans Stekelenburg NetDialog Service Center

Thanks, Michael

...

+31 30 789 3636 www.netdialog.eu

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On

Behalf

...

...

Of

...

Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner

Greetings to the list from Sydney, Australia,

This is my first post, so please be patient!

I'm running OTRS v2.3.3 on Linuxx Centos v5.2

I do not get notifications when I move tickets from the Raw queue

to

...

...

my

...

own MA queue. Other notifications work fine, such as New Ticket

in

...

...

...

...

Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail

settings

...

...

...

are in order.

In the OTRS System Log, I see the following messages:

Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't

find

...

...

...

...

notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't

find

...

...

...

...

notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't

find

...

...

...

...

notification for Agent::Move and el, try it again with en!

...and

Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en!

I have customised the notification messages for the

en::Agent::Move

...

...

...

and

...

el::Agent::Move locales (not sure why I did it for the el locale,

but

...

...

anyway). I get no notifies.

Is there somewhere else I need to check?

Many thanks, Michael

---

...

-

...

...

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

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...

...

...

...

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...

-

...

...

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...

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