Hi Tobias, Yes, I have 5 different queues set up, and all are in my queue list in the preference panel. Another user has the same five queues in their preferences too and he hasn't received any notification emails either. The 'admin notification' I was referring to was the New Ticket notification email, and yes I do have that selected as yes in the preferences panel. I receive mail if a ticket is modified, but not when it is initially created. Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Tel: +353 1 206 3010 Fax: +353 1 206 3017 www.alliedpensions.com -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tobias Lütticke Sent: 24 May 2007 13:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notfication email Hello, just for the sake of completeness: You do have the queue in which new tickets are created selected in 'My Queues' (Preferences panel)? Only then a mail will be sent.

receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only

I'm not sure what you mean by 'admin notification' and what the difference to the mail you expect to receive is. However, what does the log file say? Does OTRS claim to have sent the desired mail? May you need to turn the log output's detail level up ($Self->{Debug} = 9;). Cheers Tobias -- Tank: So what do you need? Besides a miracle. Neo: Guns. Lots of guns. -- The Matrix _______________________________________________ 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/

Hi Torsten, Sorry what I meant about an altered ticket was that I would receive email notification if one of the tickets in my queues had been edited or replied to. The queue is definitely in my queus and the option for a notification email is chosen as yes. Anything else I could be missing?? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Torsten Thau Sent: 24 May 2007 13:17 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notfication email -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Emily, Emily Flynn schrieb:

I?m having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don?t receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don?t. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It?s only when a new ticket gets issued that I?m not receiving mail, and that?s the most important mail of all!

what exactly do you mean by "altered". However, there're several notification types in the agent preferences: [New ticket notification] [Move notification] [Follow up notification] [Ticket lock timeout notification] ....have you checked the "new" notification and the queue is in your "My Queues"? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVYIwvXo8m5PgoXQRApNRAJ93MMDNXtuCzZMJoKTpl2ex7AZfzACfSRhL zDNBQDdUIjs4ewIDXvhR6P0= =gaJT -----END PGP SIGNATURE----- _______________________________________________ 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/

Hi Luca, Thanks for your suggestion, unfortunately it didn't work! Are you still having the same problem? I don't see the point of a ticket system where the email notification of new tickets doesn't work?! There must be some sort of fix.. Anyway, I'm going to report it as a bug I think. Thanks -Emily -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: 24 May 2007 14:57 To: User questions and discussions a Subject: Re: [otrs] Notfication email Hello Emily, I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same error that you have reported. Your email reminded me that I had the same problem with version 2.1.1 some months ago. That time Mr. Ramziddin gave me this solution: #####################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}); ---------------------------------------------------------------------------- ------------ ####################################################################### Take a look if this help you! If so, this means that this bug is still open! Best regards Luca Martella luca.martella@unilabsrl.it 2007-05-24 Messaggio originale / previous message: ==================================================== Subject: [otrs] Notfication email Date: 2007-05-24 - Time: 13.26.24 Hi there, I'm having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don't receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only when a new ticket gets issued that I'm not receiving mail, and that's the most important mail of all! Any suggestions would be great, thanks. -Emily Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre, Blackthorn Road, Sandyford, Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: 087 777 8391 Web: www.alliedpensions.com ==================================================== [ # ] { @ }

How did you fix it manually?? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: 24 May 2007 16:34 To: User questions and discussions a Subject: Re: RE: [otrs] Notfication email Fortunately yes! I've fixed the file manually and now it works. If i get any other idea in order to help you, i will let you know! Regards Luca Martella luca.martella@unilabsrl.it 2007-05-24 Messaggio originale / previous message: ==================================================== Subject: RE: [otrs] Notfication email Date: 2007-05-24 - Time: 17.22.54 Hi Luca, Thanks for your suggestion, unfortunately it didn't work! Are you still having the same problem? I don't see the point of a ticket system where the email notification of new tickets doesn't work?! There must be some sort of fix.. Anyway, I'm going to report it as a bug I think. Thanks -Emily -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Luca Martella Sent: 24 May 2007 14:57 To: User questions and discussions a Subject: Re: [otrs] Notfication email Hello Emily, I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same error that you have reported. Your email reminded me that I had the same problem with version 2.1.1 some months ago. That time Mr. Ramziddin gave me this solution: #####################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});

------------ ####################################################################### Take a look if this help you! If so, this means that this bug is still open! Best regards Luca Martella luca.martella@unilabsrl.it 2007-05-24 Messaggio originale / previous message: ==================================================== Subject: [otrs] Notfication email Date: 2007-05-24 - Time: 13.26.24 Hi there, I'm having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don't receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only when a new ticket gets issued that I'm not receiving mail, and that's the most important mail of all! Any suggestions would be great, thanks. -Emily Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre, Blackthorn Road, Sandyford, Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: 087 777 8391 Web: www.alliedpensions.com ==================================================== [ # ] { @ } _______________________________________________ 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/ ==================================================== [ # ] { @ } _______________________________________________ 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/