Hello,
We are using OTRS 5.
Ticket Notifications set on events for e.g. update of a dynamic field fail sometimes.
This happens at random timings and I'm not able to find the reason from the logs.
Any idea what could be happening or where should I be checking?
Regards,
Tom.
Notifications Set on Events Failing
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flippertom
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reneeb
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Re: Notifications Set on Events Failing
Can you provide more details?
What does the notification configuration looks like? Who is supposed to get the notification? Is it an agent? Is it the agent who changes the value? Did you check the system log? Did you check that the ticket filter applies to the ticket? Did you check the ticket history?
Edit: removed the question "Did you check the communication log?" as you're using OTRS 5
What does the notification configuration looks like? Who is supposed to get the notification? Is it an agent? Is it the agent who changes the value? Did you check the system log? Did you check that the ticket filter applies to the ticket? Did you check the ticket history?
Edit: removed the question "Did you check the communication log?" as you're using OTRS 5
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flippertom
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Re: Notifications Set on Events Failing
Hello,reneeb wrote: ↑23 Mar 2022, 17:47 Can you provide more details?
What does the notification configuration looks like? Who is supposed to get the notification? Is it an agent? Is it the agent who changes the value? Did you check the system log? Did you check that the ticket filter applies to the ticket? Did you check the ticket history?
Edit: removed the question "Did you check the communication log?" as you're using OTRS 5
Thank you for you reply!
Here is how I've set it up: A postmaster filter will put a ticket directly on solved and will set the value of a dynamic field to 'Yes'.
The notification has been configured on the event 'dynamicfieldupdate' and it also checks the ticket queue.
The customer gets a notification in this case saying the ticket was directly solved and there is some additional text.
Out of 4000 tickets created, about 1500 did not get the notification and for others it was sent successfully.
There was no pattern for the ones which did not work and nothing in the system log at that specific time.
Regards,
Tom.