Event Notification not working

[bebop]

hi there,
i'm using the event notifications.
when a ticket is created by someone the agent(owner) (in this case owner and creator are not the same) gets a event notification.
this works splendid with almost all agents - except of one.

could you give me any hint where i can find the solution ?

sys log looks like this when not working: (Sent agent 'User Ticket - Allgemeine Queue' notification to 'agent@company.at' is missing)
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 IMAPS: Fetched 1 email(s) from ticket/172.22.x.x.
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Execute '/opt/otrs/xxx/test.sh' for Ticket (2014090441000445/1136).
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Run GenericAgent Job 'TicketCreate' from db.
Thu Sep 4 14:58:46 2014 info OTRS-CGI-41 New Ticket [2014090441000445/test123] created (TicketID=1136,Queue=Allgemein,Priority=3 normal,State=new)
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Take UserCustomerID (228) from customer source backend based on (customer@xyz.at).
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Take UserLogin (22523) from customer source backend based on (customer@xyz.at).
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Filter: 'beth' Set param 'X-OTRS-Queue' to 'Allgemein' (Message-ID: <F7CB3B12513FD94BA71134DddF445AE8FB79E71BD9@xyz>)
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Filter: 'beth' Set param 'X-OTRS-Owner' to 'beth' (Message-ID: <F7CB3B12513FD94BA71134DFdd445AE8FB79E71BD9@xyz>)
Thu Sep 4 14:58:46 2014 notice OTRS-CGI-41 Filter: 'beth' Set param 'X-OTRS-Lock' to 'lock' (Message-ID: <F7CB3B12513FD94BA71134DF4dd45AE8FB79E71BD9@xyz>)

another agent:
Thu Sep 4 13:52:37 2014 notice OTRS-CGI-41 IMAPS: Fetched 1 email(s) from ticket/172.22.x.x.
Thu Sep 4 13:52:37 2014 notice OTRS-CGI-41 Execute '/opt/otrs/xxx/test.sh' for Ticket (2014090441000409/1132).
Thu Sep 4 13:52:37 2014 notice OTRS-CGI-41 Run GenericAgent Job 'TicketCreate' from db.
Thu Sep 4 13:52:37 2014 info OTRS-CGI-41 Sent agent 'User Ticket - Allgemeine Queue' notification to 'agent@company.at'.
Thu Sep 4 13:52:36 2014 info OTRS-CGI-41 New Ticket [2014090441000409/CCTest1] created (TicketID=1132,Queue=Allgemein,Priority=3 normal,State=new)
Thu Sep 4 13:52:36 2014 notice OTRS-CGI-41 Filter: 'stsa_cc' Set param 'X-OTRS-Queue' to 'Allgemein' (Message-ID: <CAKDWciwah-aJKde9RJ2kqG3ddW4n9ff5h3RsUDxx-cTxkAvA1atw@xyz.com>)
Thu Sep 4 13:52:36 2014 notice OTRS-CGI-41 Filter: 'stsa_cc' Set param 'X-OTRS-Owner' to 'stsa' (Message-ID: <CAKDWciwah-aJKde9RJ2kqG3W4n9ffddh3RsUDxx-cTxkAvA1atw@xyz.com>)
Thu Sep 4 13:52:36 2014 notice OTRS-CGI-41 Filter: 'stsa_cc' Set param 'X-OTRS-Lock' to 'lock' (Message-ID: <CAKDWciwah-aJKde9RJ2kqG3ddW4n9ff5h3RsUDxx-cTxkAvA1atw@xyz.com>)

[crythias]

i'm using the event notifications.
when a ticket is created by someone the agent(owner) (in this case owner and creator are not the same) gets a event notification.

What's wrong with the built in new ticket notifications?

[bebop]

nothing is wrong with the "new ticket notification" but i am using the event notification and i want to keep it that way ..
this one not working user has admin-rights so i cant think of anything going wrong ..
do you have an idea ?

[crythias]

I have ideas, but not an answer. I don't know what you tried, nor how to replicate your issue.

[bebop]

hm ok, sorry .. i'd be glad if you could help me - i will describe everything as far as i know it ..
well i am using the event-notification - i made a new event with:
Event -> TicketCreate
Recipient -> Agent (Owner)

with that i am using a postmaster-filter for every agent.
looks like this:
Filter Contitions
header1: to - ticket.agent1@company.com

Set Email Headers
Header1: X-OTRS-Lock -> lock
Header2: X-OTRS-Owner -> agent1
header3: X-OTRS-Queue -> Allgemein

so when i send an email to agent1@company.com, a new ticket gets created for agent1
for agent1 this works fine - for agent2 the ticket gets created but the agent gets no notification about it.

i cant find absolutely no difference between agent1 and 2 -
except of the admin rights of agent2 - but i have them too and it works just fine for me.

i have tried to delete agent2 and set him up new - but the same result.
ticket is created - no notification

[crythias]

Locked tickets won't notify anyone but the assigned owner. That's on purpose.

[bebop]

when i send a mail to ticket.agent2@company.com - a new locked ticket is created for agent2 and he is the owner - so agent2 should get a mail about that new ticket.
agent1 to agent30 get notification mails of their new tickets if i send a mail to ticket.agent(x) - except of agent2 ..

[crythias]

so agent2 should get a mail about that new ticket.

Agents will get notifications if queue is highlighted in his preferences, My Queues and notifications are Yes.