Hello,
I have two OTRS 3.3.10 installations with ITSM, the issue is that on one of them the Nofication manager stopped working and I am completely clueless why.
I have the manager with a simple close notification:
Event: TicketStateUpdate
State: Closed sucessful / Closed unsucessful
Queue: MyQueue
Recipient: Customer
Subject: etc
Body: etc
Thing is, when i close a ticket on my tests machine it works fine, as it should.
But on the other one, where i have the exact same notification configured it doesn't send any email. All other types of inbound email/notifications are working, only on Notification Manager(Events) it doesnt.
Anyone have any ideia why that is?
Thank you.
Notification Management(Events)
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Re: Notification Management(Events)
Any log messages?
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Re: Notification Management(Events)
There's no action generated, so there is no log.
I tried other types of events but it doesn't send the notification either.
But if i try to admin notification it works.
I tried other types of events but it doesn't send the notification either.
But if i try to admin notification it works.
Re: Notification Management(Events)
Can anyone help me troubleshoot this issue?
I noticed that the module that checks for the event and sends the notification is not being called, but i can't understand why.
Ok i found on apache error logs:
[Fri Nov 28 11:26:25 2014] [error] [client xx.xx.xx.xx] [Fri Nov 28 11:26:25 2014] index.pl: Use of uninitialized value $Service{"Criticality"} in hash element at /opt/xxx/app/otrs/bin/cgi-bin/../../Kernel/Modules/AgentTicketActionCommon.pm line 1083., referer: http://localhost/otrs/index.pl?Action=A ... icketID=74
[Fri Nov 28 11:26:25 2014] [error] [client xx.xx.xx.xx] [Fri Nov 28 11:26:25 2014] index.pl: Use of uninitialized value within @_ in list assignment at /opt/xxx/app/otrs/bin/cgi-bin/../../Kernel/System/DynamicField/Backend.pm line 409., referer: http://localhost/otrs/index.pl?Action=A ... icketID=74
[Fri Nov 28 11:26:25 2014] [error] [client xx.xx.xx.xx] [Fri Nov 28 11:26:25 2014] index.pl: Use of uninitialized value $Param{"Value1"} in string eq at /opt/xxx/app/otrs/bin/cgi-bin/../../Kernel/System/DynamicField/Driver/Base.pm line 39., referer: http://localhost/otrs/index.pl?Action=A ... icketID=74
Any ideia why this is happening? I haven't changed anything at those scripts.
I noticed that the module that checks for the event and sends the notification is not being called, but i can't understand why.
Ok i found on apache error logs:
[Fri Nov 28 11:26:25 2014] [error] [client xx.xx.xx.xx] [Fri Nov 28 11:26:25 2014] index.pl: Use of uninitialized value $Service{"Criticality"} in hash element at /opt/xxx/app/otrs/bin/cgi-bin/../../Kernel/Modules/AgentTicketActionCommon.pm line 1083., referer: http://localhost/otrs/index.pl?Action=A ... icketID=74
[Fri Nov 28 11:26:25 2014] [error] [client xx.xx.xx.xx] [Fri Nov 28 11:26:25 2014] index.pl: Use of uninitialized value within @_ in list assignment at /opt/xxx/app/otrs/bin/cgi-bin/../../Kernel/System/DynamicField/Backend.pm line 409., referer: http://localhost/otrs/index.pl?Action=A ... icketID=74
[Fri Nov 28 11:26:25 2014] [error] [client xx.xx.xx.xx] [Fri Nov 28 11:26:25 2014] index.pl: Use of uninitialized value $Param{"Value1"} in string eq at /opt/xxx/app/otrs/bin/cgi-bin/../../Kernel/System/DynamicField/Driver/Base.pm line 39., referer: http://localhost/otrs/index.pl?Action=A ... icketID=74
Any ideia why this is happening? I haven't changed anything at those scripts.