Hi David, Thanks for your reply. It's set up as an SMTP gmail POP account. All other emails seem to work fine and come from support@myurl.commailto:support@myurl.com so I'm struggling to figure out why the auto notification isn't working. The tests from "admin notification" worked fine, the autoresponses work fine, I also did a response which sent to external okay as well. It's purely the auto notification that isn't working. I've also checked the company spam filter as well as my outlook junkmail and nothing there. Any insight you or anyone else can give would be appreciated! Cheers! Jeff From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: Saturday, April 10, 2010 6:09 PM To: otrs@otrs.org Subject: Re: [otrs] auto notifcation not working Hi Jeff, Can you tell us a bit more about your mail setup please? IE are these e-mails you've described below going outside of your network? If so there may be some junk/spam filters preventing your users from receiving mail. Are you using SMTP or sendmail? Regards, David On 10/04/2010 05:18, Jeffrey Willis wrote: Hi all, I read a thread in mid-March with an issue I am facing but didn't find a resolution to help me. I have selected my preferred queue for notifications and selected yes in preferences. When I email in to the support email address it logs a ticket and autoresponds correctly with saying the ticket's been logged. The ticket shows up in the queue (and in "my queues" based on my preference set up). I also did a test email from "admin" and it arrived okay. The three users I'm testing who've all set up the same preferences do not receive a notification of a new ticket. The system log entry below looks as if it has sent the notifications: Fri Apr 9 23:40:18 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'tim@******.commailto:tim@******.com'. Fri Apr 9 23:40:16 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'jeff@******.commailto:jeff@******.com'. Fri Apr 9 23:40:14 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'travis@******.commailto:travis@******.com'. Fri Apr 9 23:40:10 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'root@localhost'. Any assistance you can give at helping me resolve why we aren't getting the notifications would be greatly appreciated! Cheers! Jeff --------------------------------------------------------------------- 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/

Hi Neil, Thanks for the clarification. It actually is set up as SMTPS and port 465. Another interesting test though… the previous test jobs were sent from my home email account and I received autoresponse notifications okay. I then did a “phone ticket” and didn’t get an autoresponse and had used my work email as the from address. So I then ran another test and emailed a support ticket and it opened the job and generated an autoresponse (as per the external note) however I didn’t receive it. It’s odd that if I send an “admin notification” it delivers to my work email (which is a user email) but when I emailed a job it opened up the ticket but I didn’t get the autoresponse. I’m going to have to check with my I.T. as I checked my junk filter via an online login and nothing there so maybe it’s getting blocked elsewhere. Why would the admin notification work AND the reply email (external note) to an open ticket but not the autoresponse or the new ticket notification? Cheers! Jeff From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neil Grantham Sent: Saturday, April 10, 2010 9:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] auto notifcation not working Jeff If you are using Gmail, you need to use SMTPS and not SMTP, and port 465 not 25 This is what I used when evaluating OTRS HTH Neil ________________________________ From: Jeffrey Willis To: User questions and discussions about OTRS. Sent: Saturday, 10 April, 2010 12:16:56 Subject: Re: [otrs] auto notifcation not working Hi David, Thanks for your reply. It’s set up as an SMTP gmail POP account. All other emails seem to work fine and come from support@myurl.commailto:support@myurl.com so I’m struggling to figure out why the auto notification isn’t working. The tests from “admin notification” worked fine, the autoresponses work fine, I also did a response which sent to external okay as well. It’s purely the auto notification that isn’t working. I’ve also checked the company spam filter as well as my outlook junkmail and nothing there. Any insight you or anyone else can give would be appreciated! Cheers! Jeff From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: Saturday, April 10, 2010 6:09 PM To: otrs@otrs.org Subject: Re: [otrs] auto notifcation not working Hi Jeff, Can you tell us a bit more about your mail setup please? IE are these e-mails you've described below going outside of your network? If so there may be some junk/spam filters preventing your users from receiving mail. Are you using SMTP or sendmail? Regards, David On 10/04/2010 05:18, Jeffrey Willis wrote: Hi all, I read a thread in mid-March with an issue I am facing but didn’t find a resolution to help me. I have selected my preferred queue for notifications and selected yes in preferences. When I email in to the support email address it logs a ticket and autoresponds correctly with saying the ticket’s been logged. The ticket shows up in the queue (and in “my queues” based on my preference set up). I also did a test email from “admin” and it arrived okay. The three users I’m testing who’ve all set up the same preferences do not receive a notification of a new ticket. The system log entry below looks as if it has sent the notifications: Fri Apr 9 23:40:18 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'tim@******.commailto:tim@******.com'. Fri Apr 9 23:40:16 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'jeff@******.commailto:jeff@******.com'. Fri Apr 9 23:40:14 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'travis@******.commailto:travis@******.com'. Fri Apr 9 23:40:10 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'root@localhost'. Any assistance you can give at helping me resolve why we aren’t getting the notifications would be greatly appreciated! Cheers! Jeff --------------------------------------------------------------------- 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/