Process Management TicketCreate Notification

[Sayannara]

Hi

I rellay enjoy OTRS Process Management.

I unfortunately have a notificaiton issue when using ticketCreate module. Users aren't notified for the ticket created by the process.

My settings for the Transition Action are the following:

Code: Select all

ArticleType: note-external
Body: mytext
ContentType: text/plain; charset=ISO-8859-15
CustomerID: <OTRS_TICKET_CustomerID>
CustomerUser: <OTRS_TICKET_CustomerUserID>
HistoryComment: mytext
[b]HistoryType: WebRequestCustomer[/b]
LinkAs: Child
Lock: lock
OwnerID: 41
Priority: 3 normal
Queue: myqueue
SenderType: agent
State: new
Subject: mytext
title: mytext

I want agent notifications to happen with built-in notifications as it is said there => viewtopic.php?t=30029

All notifications are ticked on for the agent 41.

Please could you tell me what I am doing wrong ?

[RStraub]

Is user 41 by any chance the user who triggered the transition? AFAIK a notification is not sent to the user starting the action.


From the API you could try this parameter:
ForceNotificationToUserID => [ 1, 43, 56 ], # if you want to force somebody

as found here:
https://otrs.github.io/doc/api/otrs/5.0 ... le.pm.html

[Sayannara]

Thank you.

Yes I am aware that the agent who triggered the transition wont have a notification (which makes sense). I'm doing my test with another account.

I added this parameter:
ForceNotificationToUserID: 41

but the agent 41 did not receive any notification. But if I change the owner for the same owner thus he gets the notification.

[Sayannara]

There isn't any error in "system log" and no trace of notification in the history.

I don't know if it helps

Code: Select all

  TransitionAction-34425da191402bdece79ec1b1278f75a:
    ChangeTime: 2016-07-29 14:03:45
    Config:
      Config:
        ArticleType: note-external
        Body: Ce message est généré automatiquement lors de l'utilisation du processus
          OTRS pour le départ d'un utilisateur. Aucne réponse n'est requise. Veuillez
          s'il vous plait retirer l'utilisateur <OTRS_TICKET_DynamicField_depcolWhoLeftFVE>
          sur Optimiso ainsi que retirer les droits notamment dans le CRM et fermer
          ce ticket.
        ContentType: text/plain; charset=ISO-8859-15
        CustomerID: <OTRS_TICKET_CustomerID>
        CustomerUser: <OTRS_TICKET_CustomerUserID>
        ForceNotificationToUserID: '41'
        HistoryComment: New ticket created by process
        HistoryType: WebRequestCustomer
        LinkAs: Child
        Lock: lock
        OwnerID: '41'
        Priority: 3 normal
        Queue: RH::Arrivée-Départ
        SenderType: agent
        State: new
        Subject: Retirer utilisateur Optimiso et droits CRM
        Title: Départ utilisateur <OTRS_TICKET_DynamicField_depcolWhoLeftFVE>
      Module: Kernel::System::ProcessManagement::TransitionAction::TicketCreate
    CreateTime: 2016-07-27 14:14:09
    EntityID: TransitionAction-34425da191402bdece79ec1b1278f75a
    ID: '57'
    Name: '[depcol] Create ticket Optimiso et autres'

[Sayannara]

Okay New ticket notification was disabled