Follow Up messages--killing me--Help

[woconnor]

Hey guys,

I am new to OTRS so forgive inexperience. I got is installed on a windows box and for the most part it's working great. My problem is for every ticket that is created, I end up getting swamped by system follow up e-mails. I'm talking hundreds, so needless to say I messed something up. This is of course frustrating but I am also getting follow e-mails from tickets that I have closed too. Again, this is not from customers but from the system. To me it seems like I may have created an e-mail loop in my system. Here are the messages. Any help would GREATLY be appreciated!

Here are the e-mails I get from the system & here is the vrl log entries. I get the e-mails every 10 minues.

Hi otrsadmin,
>
> you got a follow up!
>
> OTRS Notification Master <otrs@0M3GA-SERVER> wrote:

[Sat Oct 9 12:40:19 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'support@scoutns.com'.
[Sat Oct 9 12:40:19 2010][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2010100801000026] created (TicketID=34, ArticleID=905). ,
[Sat Oct 9 12:40:19 2010][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 4 email(s) from support@scoutns.com/pop.secureserver.net.
[Sat Oct 9 12:50:06 2010][Error][Kernel::System::State::StateGet][222] State 'closed' not found!

[Sat Oct 9 12:50:13 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'support@scoutns.com'.
[Sat Oct 9 12:50:13 2010][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2010100801000026] created (TicketID=34, ArticleID=908). ,
[Sat Oct 9 12:50:13 2010][Error][Kernel::System::State::StateGet][222] State 'closed' not found!

[crythias]

You can't have an agent or customer with the same email address as the system email address.

[woconnor]

Thanks for the reply...I really appreciate it!! I changed the customer settings that had the same e-mail as my system (support@scoutns.com) to "invlaid"; however, the issue is still occuring.
This is how I have it setup. Support@scoutns.com is my system address, I have this for my incoming and outgoing mail settings. So, when customers send in a problem ticket to that e-mail it gets sent to the system and a ticket is created.
Do I need to have a seperate e-mail account setup for sendmail? What is weird I am still getting the follow ups after I closed the ticket, although the log doesn't look like it that is the case. I have no tickets in my queue or on the dashboard but I am sill getting the messages.
Thanks again for your time and your help is GREATLY appreciated. Here are the last entries from the log.



[Sun Oct 10 19:10:15 2010][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2010101001000012] created (TicketID=37, ArticleID=1196). ,
[Sun Oct 10 19:10:16 2010][Error][Kernel::System::State::StateGet][222] State 'closed' not found!
[Sun Oct 10 19:10:16 2010][Error][Kernel::System::Ticket::StateSet][5065] Need StateID or State!
[Sun Oct 10 19:10:18 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'support@scoutns.com'.
[Sun Oct 10 19:10:18 2010][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2010101001000012] created (TicketID=37, ArticleID=1197). ,
[Sun Oct 10 19:10:19 2010][Error][Kernel::System::State::StateGet][222] State 'closed' not found!
[Sun Oct 10 19:10:19 2010][Error][Kernel::System::Ticket::StateSet][5065] Need StateID or State!
[Sun Oct 10 19:10:20 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'support@scoutns.com'.
[Sun Oct 10 19:10:20 2010][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2010101001000012] created (TicketID=37, ArticleID=1198). ,
[Sun Oct 10 19:10:21 2010][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 4 email(s) from support@scoutns.com/pop.secureserver.net.

[woconnor]

Crythias,

I tried what you suggested. According to the log it doesn't look like the system is tying to send messages to the agent any longer but I am still getting multiple follow up emails. Please see above post, I posted the log entries and how I have it setup. Again, thanks for you insight.

[crythias]

It appears you made a change to the name "closed" as a state...

[woconnor]

I fixed the state name....that of course helped.
I am still getting the follow up e-mails like crazy, where do I edit/change the agent data so that I can have it send followups notifications to a different e-mail? Am I wrong, isn't it just looping the same info...send info to the support e-mail, then checks the email & sees the e-mail and then send followups. Can you tell me how to change this in the system where I can stop it. Again, I am new to this and I am trying to get this ironed out before I go live with the sytem this weekend. Thanks!

[Tue Oct 12 21:00:13 2010][Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [2010101201000018] created (TicketID=38, ArticleID=1257). ,
[Tue Oct 12 21:00:15 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'support@scoutns.com'.

[crythias]

Tue Oct 12 21:00:15 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to 'support@scoutns.com'.

This means that the agent with the email address support@scoutns.com is going to get the FollowUp notification. Generally, it means that *somebody* responded to the ticket.

You've already indicated that this followup exists because of infinite looping. The ticket is owned by an agent with support@scoutns.com as an email address. "But I've changed it in the customer info!" Then change the owner of the ticket to someone else briefly, then back to the original owner. OR turn off FollowUp notifications in the agent owner of the ticket's Preferences.

[woconnor]

Thanks for the input...I appreciate it.