Thanks Gerald, that cleared things up.
I have tried to send the ticket as a customer, and this time the emails are correctly sent to all the agents in the queue. So I assume that if I want to send a notification message to the other agents in the queue when opening the ticket as an agent, I have to setup a notification in Notification(events)? Id wish there was a way to use automatic agent notification for agents too though. _____ Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di Gerald Young Inviato: venerdì 13 febbraio 2015 14:45 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] Agents don't receive notification emails for tickets posted in their queues 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 cant 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 dont receive the notification email. All the agents have the correct queue selected in my queues, all their notifications options are set to yes, theres 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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