Agents don't typically get notifications for things they themselves do. On Fri, Feb 13, 2015 at 5:39 AM, Fabrizio Cipriani <f.cipri...@uninettuno.it > wrote:
> I know this has been discussed many times, but I can’t figure out a > solution to this problem even after having browsed all the related messages > in this mailing list. > > > > In my otrs 4 (patch level 5), installed on ubuntu server 14.04, when an > agent posts a new ticket in a queue, the other agents subscribed to the > same queue don’t receive the notification email. > > > > All the agents have the correct queue selected in “my queues”, all their > notifications options are set to “yes”, there’s no event defined in > Notifications(Event). When the agent posts the ticket, in the log I get > only these two lines: > > > > Feb 13 10:36:03 srvapp2 OTRS-CGI-63[1857]: > [Info][Kernel::System::Ticket::TicketCreate] New Ticket > [2015021363000013/Ticket di test ] created > (TicketID=13,Queue=ICT,Priority=3 normal,State=open) > > Feb 13 10:36:06 srvapp2 OTRS-CGI-63[1857]: > [Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Test > Customer" <xxx...@xxxxx.com>' from 'OTRS System <otrs@localhost>'. > HistoryType => EmailAgent, Subject => [Ticket#2015021363000013] Ticket di > test 10; > > > > As it can be seen from the log, an email is correctly sent and received by > the customer for which the ticket is created, but no emails are sent to the > related agents. > > > > Is there anything else I can do? What are the source code files where > agent notification is handled? I might try some debugging if everything > else fails. > > > > - Fabrizio > > > > > > > > --------------------------------------------------------------------- > 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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