New ticket email notification without "Auto responses <--> Queues" ? 2.4.2 EBN?

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remove the shared memory segment...

Alan McKay

12 Aug 2009 12 Aug '09

1:52 p.m.

Hey folks, This is my 3rd attempt at getting some help here - still just largely getting crickets. Someone suggested maybe I was not providing enough info. So I provided the ticket "history" in my previous attempt, and still crickets. Is there a link somewhere that tells me what info to send to the list to get help? If I create an "email ticket" in the web GUI, the user gets notification of the new ticket. However, if I send email as that same user, there is no notification coming back. The ticket gets created just fine. And when I close it, the user gets that notification. I use event based notification for both. But ticket close notification works. New ticket notification does not. Here is the ticket history for the one that did not work. What other info should I provide? NewTicket New Ticket [2009081110000064] created (Q=External Support;P=3 normal;S=new). root@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; root@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. root@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is "amckay" (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: "new" New: "closed successful" amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to "Alan McKay ". amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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LQ Marshall

12 Aug 12 Aug

2:03 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

Have you enabled notifications on the user agent's profile preferences? - When in doubt print it out.

Alan McKay

2:11 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

On Wed, Aug 12, 2009 at 10:03 AM, LQ Marshall wrote:

...

Have you enabled notifications on the user agent's profile preferences? - When in doubt print it out.

The user does not have a profile do they? It's a random customer sending email to our support address. I go into "users" and then "*" and there is no user showing up for my email customer (me at this address) I'm not talking about the agent. I'm talking about the user/customer sending email to the customer support email address. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Michiel Beijen

3:14 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

Alan, I found that the customer user has to be defined in OTRS before any event based notifications with *Customer* as the recipient will fire - both for TicketStateUpdate as for TicketCreate events. If you'd set CustomerNotifyJustToRealCustomer in SysConfig to "No", there will be nothing in the OTRS log indicating a message has (not) been sent. If you'd set CustomerNotifyJustToRealCustomer to "Yes", you'd see a message like this in the System Log: *"*Sent no customer notification because of missing customer email (CustomerUserID=)! If the email address that sends in the messages is defined in OTRS, the event based notification will work just fine. I guess this resembles your findings? -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 12, 2009 at 16:11, Alan McKay wrote:

...

On Wed, Aug 12, 2009 at 10:03 AM, LQ Marshall wrote:

...
Have you enabled notifications on the user agent's profile preferences? - When in doubt print it out.

The user does not have a profile do they? It's a random customer sending email to our support address.

I go into "users" and then "*" and there is no user showing up for my email customer (me at this address)

I'm not talking about the agent. I'm talking about the user/customer sending email to the customer support email address.

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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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Alan McKay

3:27 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

...

I guess this resembles your findings?

Aha! Now I believe we are getting somewhere! In short, I can't do what I want with EBN. Hmmmm. This complicates matters for me. I may have to do this with "Auto response <--> Queue" instead, if it will not work with EBN I could say "first time a user sends a ticket, they will not get an auto response but any time after that they will". Because after the first ticket, we could just create them an account. But our user base is such that the vast majority of support requests will be from first-timers. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Alan McKay

3:37 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

...

If you'd set CustomerNotifyJustToRealCustomer in SysConfig to "No", there will be nothing in the OTRS log indicating a message has (not) been sent. If you'd set CustomerNotifyJustToRealCustomer to "Yes", you'd see a message like this in the System Log: "Sent no customer notification because of missing customer email (CustomerUserID=)!

It looks as though when I set that to "Yes", it does not even create a ticket for me. That's not good :-( -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Alan McKay

4:38 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

...

I found that the customer user has to be defined in OTRS before any event based notifications with Customer as the recipient will fire - both for TicketStateUpdate as for TicketCreate events.

Wait a second, this can't be true because my TicketClose email is triggered on the event "TicketStateUpdate" with both of the "closed" states. And it works fine but there is no user per-se for the person who sent the email. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Alan McKay

4:47 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

Well, I have a compromise for now. I created a new event for TicketOwnerUpdate and so the person who sent the email gets notification when the ticket gets assigned. Still this is frustrating as heck, as I'm sure you can understand! Why does everything work except for TicketCreate? Sounds like a bug to me. Can ANYONE confirm that this works? On Wed, Aug 12, 2009 at 12:38 PM, Alan McKay wrote:

...

...
I found that the customer user has to be defined in OTRS before any event based notifications with Customer as the recipient will fire - both for TicketStateUpdate as for TicketCreate events.

Wait a second, this can't be true because my TicketClose email is triggered on the event "TicketStateUpdate" with both of the "closed" states.

And it works fine but there is no user per-se for the person who sent the email.

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Michiel Beijen

14 Aug 14 Aug

1:38 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

I can confirm that it is a bug.. if that helps .. ;-) http://bugs.otrs.org/show_bug.cgi?id=4149 Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 12, 2009 at 18:47, Alan McKay wrote:

...

Well, I have a compromise for now. I created a new event for TicketOwnerUpdate and so the person who sent the email gets notification when the ticket gets assigned.

Still this is frustrating as heck, as I'm sure you can understand! Why does everything work except for TicketCreate?

Sounds like a bug to me. Can ANYONE confirm that this works?

On Wed, Aug 12, 2009 at 12:38 PM, Alan McKay wrote:

...
...
I found that the customer user has to be defined in OTRS before any event based notifications with Customer as the recipient will fire - both for TicketStateUpdate as for TicketCreate events.

Wait a second, this can't be true because my TicketClose email is triggered on the event "TicketStateUpdate" with both of the "closed" states.

And it works fine but there is no user per-se for the person who sent the email.

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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/

Alan McKay

1:49 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

On Fri, Aug 14, 2009 at 9:38 AM, Michiel Beijen wrote:

...

I can confirm that it is a bug.. if that helps .. ;-)

http://bugs.otrs.org/show_bug.cgi?id=4149

w00t! Yes, that does help! If only someone had told me that before wasting 3 or 4 days on it :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Martin Edenhofer

2:31 p.m.

New subject: New ticket email notification without "Auto responses <- -> Queues" ? 2.4.2 EBN?

Hi Alan, On 12.08.2009, at 18:47, Alan McKay wrote:

...

Well, I have a compromise for now. I created a new event for TicketOwnerUpdate and so the person who sent the email gets notification when the ticket gets assigned.

Still this is frustrating as heck, as I'm sure you can understand! Why does everything work except for TicketCreate?

Sounds like a bug to me. Can ANYONE confirm that this works?

May I have some info for you. The problem is the order of the events. In case a new ticket gets created you will have the following events: TicketCreate - to create a new ticket it self ArticleCreate - to create the first article of a ticket (in case first email) (maybe some other... depends on) What is if you want to use customer information not form an customer form database. OTRS tries to find the latest customer article. But at this time there is no article on the ticket, so OTRS can not find any customer recipient for ticket creation. Is it what you are looking for? -Martin

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Alan McKay
LQ Marshall
Martin Edenhofer
Michiel Beijen