[SOLVED] Issue with Ticket Notifications

[andyt]

Hey, I've managed to setup service / sla and tickets are moving into the "escalated tickets" area but I'm not receiving email notifications - I can send and receive fine, it's just the notifications for escalation that's not working right. Is there some special setting I've missed? What address are the notifications sent from?

[andyt]

Actually might be part of a bigger issue as I can see that "Ticket create notification" in the History says it's been sent but no email is received... I assume it must be something to do with the Admin OTRS user - what's the best practice with this account, should it have a valid email address?

[Eggllo]

If the emails are shown in the logs as being sent out, there's a good chance that it's an issue with your mail server or your mail settings rather than OTRS. What mail service are you using?

[andyt]

IIS SMTP relay - it's working fine for emails sent from within tickets just not the notifications.

[andyt]

Getting this in the ticket history:

Code: Select all

SendAgentNotification 	"Ticket create notification" notification was sent to "xxx.xxx" by "Email". 	- 	Admin OTRS 	04/08/2016 13:45:11

Should the "Email" bit read that or should it mention the actual email address?

[andyt]

It looks from the mail relay's log file that there is no senders address being passed from OTRS and I suspect it might be the cause of the issue... is there any way to turn on verbose logging on OTRS (specifically about mail / notification sending) so I can see what's being sent to the mail relay.

[andyt]

OK - solved... in Framework → Core::Sendmail I enabled and set the SendmailNotificationEnvelopeFrom attribute to the desired value which has kicked the notifications into life - happy days!