Tickets not showing up in "My Queues" and Notifications to Email not happening
Using OTRS 2.3.4 I have tickets being created that I cannot seem to get email notifications of and the tickets do not show up in My Queues. I have set the agent to have every box ticked in the Users<>Groups part of gui. Queues are assigned to groups as above. Sending an 'Admin Notification' Email from the GUI to the user works. In the 'Tickets' area of the GUI when a new ticket comes in, eg E-Mail Queue, it shows up under the queue name in the 'Queues:' line. 3 in below example. However, it does not show up in the 'My Queues' are, (1) below. Queues: *My Queues (1) * - Critical_Outage (1) - Development (1) - E-Mail (3) - test (1) In Preferences under 'My Queues' for the Agent, all queues are showing in that section. Pressing the Update button does not seem to change anything. In Preferences - Mail Management, All questions are set to 'Yes' Yet, the tickets are not showing up in the 'My Queues' area directly, Not showing up as a 'New Message' in top right of agent screen, and Not sending a notification email to the agent. It seems illogical to me. Can anyone please let me know what I am probably missing or advise some trouble shooting steps to resolve. Thanks and regards J
Hi, we had a issue like this. Queues were assigned but the agent would not receive the notifications. We solved by logging with our agents and under preferences, list box "My Queues", select the queues again. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of J Sent: terça-feira, 23 de junho de 2009 11:14 To: User questions and discussions about OTRS. Subject: [otrs] Tickets not showing up in "My Queues" and Notifications to Email not happening Using OTRS 2.3.4 I have tickets being created that I cannot seem to get email notifications of and the tickets do not show up in My Queues. I have set the agent to have every box ticked in the Users<>Groups part of gui. Queues are assigned to groups as above. Sending an 'Admin Notification' Email from the GUI to the user works. In the 'Tickets' area of the GUI when a new ticket comes in, eg E-Mail Queue, it shows up under the queue name in the 'Queues:' line. 3 in below example. However, it does not show up in the 'My Queues' are, (1) below. Queues: *My Queues (1) * - Critical_Outage (1) - Development (1) - E-Mail (3) - test (1) In Preferences under 'My Queues' for the Agent, all queues are showing in that section. Pressing the Update button does not seem to change anything. In Preferences - Mail Management, All questions are set to 'Yes' Yet, the tickets are not showing up in the 'My Queues' area directly, Not showing up as a 'New Message' in top right of agent screen, and Not sending a notification email to the agent. It seems illogical to me. Can anyone please let me know what I am probably missing or advise some trouble shooting steps to resolve. Thanks and regards J --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Thanks Mauricio I ended up restarting the server and that seemed to 'fix' the problem. Cheers J Maurício Ramos wrote:
Hi, we had a issue like this. Queues were assigned but the agent would not receive the notifications. We solved by logging with our agents and under preferences, list box "My Queues", select the queues again.
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of J Sent: terça-feira, 23 de junho de 2009 11:14 To: User questions and discussions about OTRS. Subject: [otrs] Tickets not showing up in "My Queues" and Notifications to Email not happening
Using OTRS 2.3.4 I have tickets being created that I cannot seem to get email notifications of and the tickets do not show up in My Queues.
I have set the agent to have every box ticked in the Users<>Groups part of gui. Queues are assigned to groups as above. Sending an 'Admin Notification' Email from the GUI to the user works. In the 'Tickets' area of the GUI when a new ticket comes in, eg E-Mail Queue, it shows up under the queue name in the 'Queues:' line. 3 in below example. However, it does not show up in the 'My Queues' are, (1) below. Queues: *My Queues (1) * - Critical_Outage (1) - Development (1) - E-Mail (3) - test (1) In Preferences under 'My Queues' for the Agent, all queues are showing in that section. Pressing the Update button does not seem to change anything. In Preferences - Mail Management, All questions are set to 'Yes'
Yet, the tickets are not showing up in the 'My Queues' area directly, Not showing up as a 'New Message' in top right of agent screen, and Not sending a notification email to the agent.
It seems illogical to me. Can anyone please let me know what I am probably missing or advise some trouble shooting steps to resolve.
Thanks and regards
J
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Maurício Ramos