[SOLVED]Ticket Notifications not Sending On AgentTicketNote

[chrotha]

Hello Everyone,

As the title says, we've been having issues sending notifications when a note is added to a ticket.
At this time, we have a notification sent to the Customer User when the ticket is Resolved, but we noticed that it is not being sent anymore since today.
We checked the notification and no change was made. We also checked the System Configuration and we also didn't change anything.
We have this configuration to auto-close the ticket after 5 days. The close notification is sent, since it's being used by the EscalationCheck job. If we change it manually, using AgentTicketNote, the notifications are not sent.

Any help would be appreciated

We're using version 6.0.29 and CentOS Linux release 7.9.2009 (Core).

[chrotha]

A quick update,

We noticed that the other ticket actions (QueueUpdate for example) send a notification when a note is added via AgentTicketNote.
We also noticed that if we Resolve a ticket using AgentTicketEmail and AgentTicketBulk, the TicketStateUpdate notification is sent to the Customer User associated to the ticket, furthering our "head-scratching" problem.
I hope this helps with providing any clarifications to our question.

Thanks in advance

[chrotha]

Hello everyone,

We found what was wrong. The Daemon was sort of bugged, when it was restarted, we had to restart it again for the notifications to work again.

Problem solved