Ticket update issue and notification otrs 3.0.11

[sonhakari]

Hi All,

I am planning to use OTRS for support purposes, and now investigating it.

I set notification successfuly when ticket created and updated. Everything seems fine.

But, when I update a ticket via e-mail ( by using HOOK ), ticket is updated but notification does not be sent.

Can you help me on this issue?

Thanks,

Erdem

[crythias]

Who is the intended recipient? For "Thanks for the followup" (to customer), that's an autoresponse. For "You have a followup" for the agent, that's notification preferences.
Agents must highlight queues from which they wish to receive notifications in "My Queues"

[sonhakari]

I set two notification events, for agents and customers seperately.
They uses "ArticleCreate" event.
For example, when customer or agent update tickets, it works and sends notifications to the agent group or customer.
But, when agent or customer update the ticket via e-mail, it does not send notification although ticket is updated, I verified from web guı.

[crythias]

Why are you using article create and not the two normal notification methods?

[sonhakari]

sorry, I cant understand what you mean by saying normal notification methods?

I'm creating notification events by using TicketCreate or ArticleCreate to send notification e-mails when ticket created or updated.

[crythias]

You don't need to create notification events for that purpose.
For customers, that is an auto response assigned to the queue.
For agents, that's a preference when the queue is highlighted in the agent's "My Queues" and notification preferences are "yes".

[sonhakari]

Hi,

Thanks for your advice. I checked it now, and see that it is working and send notification for customers.

But, when I update the ticket via customer GUI, ticket is updated but web page does not route me the local page. It hungs with below address:

http://172.29.5.161/otrs/customer.pl#FollowUp

Have you seen it before?

Thank you,

Erdem

[sonhakari]

One more question... I really could not find the agent config exact please.

Thanks for your great help.

[crythias]

No, I've not seen the issue with #FollowUp (what version are you using, and is there anything showing in your System Log of OTRS?)

Agent Config is in the agent's preferences. You can view on an Agent's behalf as an Admin in the "Agents" section. For the Agent himself, he can click his name to get to his preferences.

[sonhakari]

my version is 3.0.11.
I edited the agent named agent1's preferences and set all notifications to YES. But, I got below error in messages log.

Feb 2 14:41:28 vm-otrs-demo OTRS-CGI-10[27141]: [Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AdminNotification&Subaction=ChangeAction:root@localhost)
Feb 2 14:42:05 vm-otrs-demo OTRS-CGI-10[27191]: [Error][Kernel::System::Notification::NotificationGet][Line:177]: Can't find notification for Agent::AddNote and en!
Feb 2 14:42:05 vm-otrs-demo OTRS-CGI-10[27191]: [Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 0s taken (URL:Action=AdminNotification;Subaction=Change;Name=en%3A%3AAgent%3A%3AAddNote:root@localhost)
Feb 2 14:42:10 vm-otrs-demo OTRS-CGI-10[22371]: [Error][Kernel::System::Notification::NotificationGet][Line:177]: Can't find notification for Agent::AddNote and en!

[crythias]

This seems to indicate what it says. There is no notification for English for addnote.
I don't know why that is, but you probably do.

[sonhakari]

yes, I did it. When I checked the notifications table, it was empty although I can see en notifications on the GUI.
I manually added "newticket","add note" and "followup "to notifications table via sql.
Now, I can get notifications from both customer and agents.

Thanks for your great help,

Erdem

[sweetyp]

Hi
i am using otrs 3.3.9

i am getting below error can anyone help on?

OTRS-CGI-37 Can't find notification for Agent::AddNote and en!
OTRS-CGI-37 Can't find notification for Agent::AddNote and en!