Possibly a Bug...Possibly Me....Agent Notifications
Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O
Hi Trevor, On Tue, Aug 09, 2005 at 11:58:10AM -0400, Trevor Vaughan wrote:
Basically, does anyone know how to properly set up Agent Notifications.
I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent.
I can't reproduce this with a standard installation of 2.0.1. Please go to the preferences of the agent, who will recive the notifications. Check if the queues, where new tickets come in, are selected for "My Queues". Set also the "Send me a notification if there is a new ticket in "My Queues"" to "yes". Thats all you have to do.... Ciao, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hmm...That's the setting that I have right now.
Could this be a permissions problem on some of the scripts? I'm not
getting permissions errors.
I may try a re-install and see if the problem goes away.
Just for info:
Fedore Core 3
OTRS 2.0.1
All required PERL Modules on Perl 5.8.5
Thanks,
Trevor
On 8/10/05, Christian Schoepplein
Hi Trevor,
On Tue, Aug 09, 2005 at 11:58:10AM -0400, Trevor Vaughan wrote:
Basically, does anyone know how to properly set up Agent Notifications.
I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent.
I can't reproduce this with a standard installation of 2.0.1.
Please go to the preferences of the agent, who will recive the notifications. Check if the queues, where new tickets come in, are selected for "My Queues". Set also the "Send me a notification if there is a new ticket in "My Queues"" to "yes".
Thats all you have to do....
Ciao, Christian
-- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
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-- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O
Hi Trevor, On Wed, Aug 10, 2005 at 07:50:50AM -0400, Trevor Vaughan wrote:
Hmm...That's the setting that I have right now.
OK.
Could this be a permissions problem on some of the scripts? I'm not getting permissions errors.
No, a permission error would not cause such a behavior.
I may try a re-install and see if the problem goes away.
OK. Please let me know, if the notifications work after a new installation. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Well, everything seems to work now. I think that my problem was that I wasn't explicitly setting the owner of the ticket so it was sending notifications to a non-existant user. Thanks, Trevor
I've got the same problem: agents receiving notifications when a ticket is opened via mail but not when is opened via web interface. Trevor Vaughan wrote: --- I think that my problem was that I wasn't explicitly setting the owner --- of the ticket so it was sending notifications to a non-existant user. I don't understand how you solved the problem... Thanks Gabriele
participants (3)
-
Christian Schoepplein -
Gabriele D'Andrea -
Trevor Vaughan