[otrs] Agents don't receive notification emails for tickets posted in their queues

2015-02-13 Thread Fabrizio Cipriani 
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
[201502136313/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" ' from 'OTRS System '.
HistoryType => EmailAgent, Subject => [Ticket#201502136313] 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

 

 

 

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Re: [otrs] Agents don't receive notification emails for tickets posted in their queues

2015-02-13 Thread Gerald Young 
Agents don't typically get notifications for things they themselves do.

On Fri, Feb 13, 2015 at 5:39 AM, Fabrizio Cipriani  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
> [201502136313/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" ' from 'OTRS System '.
> HistoryType => EmailAgent, Subject => [Ticket#201502136313] 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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[otrs] R: Agents don't receive notification emails for tickets posted in their queues

2015-02-13 Thread Fabrizio Cipriani 
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)”? 

 

I’d 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
 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
[201502136313/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" ' from 'OTRS System '.
HistoryType => EmailAgent, Subject => [Ticket#201502136313] 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

 

 

 


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Re: [otrs] R: Agents don't receive notification emails for tickets posted in their queues

2015-02-13 Thread De Worm Bart 
Stop sending me emails please!
I don't know what your talking about.. Im not interested!

Met vriendelijke groeten,

Bart De Worm
Systeemanalist ICT

[cid:image003.jpg@01CEFD72.938BB9F0]


VZW Werken Glorieux
Glorieuxlaan 55
B-9600 Ronse
T 055 23 38 31
F 055 23 30 22
M 0494 40 23 42
bart.dew...@azglorieux.be
http://www.azglorieux.be



Van: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Namens Fabrizio 
Cipriani
Verzonden: vrijdag 13 februari 2015 15:11
Aan: 'User questions and discussions about OTRS.'
Onderwerp: [otrs] R: Agents don't receive notification emails for tickets 
posted in their queues

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)"?

I'd 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 
mailto: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 
[201502136313/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" mailto:xxx...@x.com>>' from 'OTRS System 
'. HistoryType => EmailAgent, Subject => 
[Ticket#201502136313] 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




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