OTRS 5 Ticket Notification Problem
Moderator: crythias
OTRS 5 Ticket Notification Problem
We have installed OTRS 5 Patch Level 12 on CentOS 7. Everything works fine except ticket notification. Every time we close ticket it sends same notification to customer 30 times. IT is bug on new version or we have some bad settings somewhere???
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root
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Re: OTRS 5 Ticket Notification Problem
Please provide the ticket history of an affected ticket
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Re: OTRS 5 Ticket Notification Problem
The ticket history is as follows:
1. Customer creates a ticket
2. The ticket is shown in Agent OTRS Dashboard
3. We solve the customers' ticket
4. When we click close the ticket, the customer gets 30 same ticket notifications in Outlook that the ticket is closed successfully.
Note that we have created Custom Ticket Notification for each Queue that we have in our OTRS configuration. That Ticket Notification for the specific Queue is sent to the Customer OK, but the problem is that it is sent 30 times. I can't see where could a setting for this would be, because there is no logic that a setting for sending the same notification multiple times to the same Customer exists.
1. Customer creates a ticket
2. The ticket is shown in Agent OTRS Dashboard
3. We solve the customers' ticket
4. When we click close the ticket, the customer gets 30 same ticket notifications in Outlook that the ticket is closed successfully.
Note that we have created Custom Ticket Notification for each Queue that we have in our OTRS configuration. That Ticket Notification for the specific Queue is sent to the Customer OK, but the problem is that it is sent 30 times. I can't see where could a setting for this would be, because there is no logic that a setting for sending the same notification multiple times to the same Customer exists.
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root
- Administrator
- Posts: 4253
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Re: OTRS 5 Ticket Notification Problem
What I talk about is the OTRS ticket history. Within the ticket history of each ticket the name of of notification is logged.avrileica wrote:The ticket history is as follows:
1. Customer creates a ticket
2. The ticket is shown in Agent OTRS Dashboard
3. We solve the customers' ticket
4. When we click close the ticket, the customer gets 30 same ticket notifications in Outlook that the ticket is closed successfully.
Note that we have created Custom Ticket Notification for each Queue that we have in our OTRS configuration. That Ticket Notification for the specific Queue is sent to the Customer OK, but the problem is that it is sent 30 times. I can't see where could a setting for this would be, because there is no logic that a setting for sending the same notification multiple times to the same Customer exists.
After you mentioned that you've created an notification for each queue I suggest that sth. is wrong with you ticket filter and that multiple notifications match. Why do you have a custom notification for each queue?
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?