Postmail Filter + AgentSelfNotifyOnAction + Scheduler Perm.

[brunomairesse]

Hello!

I'm new to OTRS and I have ran into some problems concerning the Postmail Filter and the necessity of agents receiving e-mail notification for tickets that were moved into queues that themselves are responsible for.

I tried to create a postmail filter to close a ticket when I received the keyword "#fechar" in the e-mail body, using these rules:
Stop after match: NO
(IF AND)
Header 1: Body - Value 1: #fechar
(E-mail headers)
Header 1:X-OTRS-State - Value 1: closed successful

**** (I actually tried all words for Value 1 in the e-mail header, both in English and the system default language that I defined, Portuguese BR, like "fechado", "fechado com êxito", "fechado sem êxito", "closed", "closed successful", "closed unsuccessful"))

When I receive an e-mail it shows in the event logs:
"Filter: 'Fechamento de chamados ao receber "#fechar"' Set param 'X-OTRS-State' to 'fechado com êxito' (Message-ID: <006801d0041f$d433b480$7c9b1d80$@mydomain.com>)"

Being "Fechamento de chamados ao receber #fechar" the name of my Postmail filter.

It doesn't seem to work thought, do you have any clues why it isn't working properly?

About the AgentSelfNotifyOnAction problem, I have edited this setting in an old test VM and it worked properly, I moved tickets with my agent user and I received e-mails notifying me that I had new tickets in the queue I just moved it into. But someone deleted my VM and I lost the information I had there, I thought I had documented everything well enough but it isn't working this way in my new OTRS configuration, so I assume I missed something.

I have all avaiable queues selected in my agent user's preferences and the settings to notify me through e-mail are set to YES, when I move a ticket to another queue, the other agents get their notifications but me. Even with AgentSelfNotifyOnAction set to YES.

At last, is it normal to be reading tons of permission denied events for the scheduler's files?
Like this, a lot of times: "Thu Nov 20 14:50:02 2014 error OTRS-otrs.Scheduler-63 Can not write into the PID file:'/opt/otrs/var/run/scheduler.pid'! Permission denied"

Sorry if I wasn't clear at some points, but it's all new to me and it's kind hard to explain everything in English, so if you have any questions ask me and I'll do my best to explain.

Oh, I'm running the OTRS Appliance (installed from .ISO), version 3.3.10.

Thank you very much for any help!

[brunomairesse]

Just updated my questions with a new one.

Thanks for any help!

[brunomairesse]

Up!

I haven't solved any of those problems yet, the filter seems to be running through the incoming e-mail but doesn't seem to be working to close them :/, the notification is not being sent to the Agent no matter what I do and the Scheduler's event keeps happening every few events and even changing the permissions for the file didn't solve it.

Thanks in advance for any help!

[crythias]

We can't fix not working. Also not that if this is a followup, *generally* only X-OTRS-FollowUp-xxx will apply.