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)
</otrs/index.pl?Action=AgentTicketQueue&QueueID=0>* - Critical_Outage
(1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=17> - Development
(1) </otrs/index.pl?Action=AgentTicketQueue&QueueID=20> - E-Mail (3)
</otrs/index.pl?Action=AgentTicketQueue&QueueID=8> - test (1)
</otrs/index.pl?Action=AgentTicketQueue&QueueID=21>
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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