TicketQueueUpdate and NotificationMove event notifications don't fire

[zerszenyi]

Hi Community,

I am running Znuny 7.2.3 on Rocky Linux 9.7, installed from RPM. Originally it was OTRS 6.4 on CentOS 7 which was upgraded to Znuny 7.0 on the same box. I migrated it to Znuny on this Rocky Linux server by doing a fresh Znuny install from RPM and backup/restore the database and reconfiguring whatever had to be updated. Then it was upgraded to the current version.

It works flawlessly in every respect except ticket queue notifications.

I am trying to set up email notifications for agents subscribed to certain queues when a ticket is moved into a queue.

I configured a notification using TicketQueueUpdate and NotificationMove as triggering events (not sure which one I should be using though). Recipients is set to "All agents subscribed to the ticket's queue". There is not ticket or article filter configured. The notification method is set to Email (enabled), and it is active by default in agent preferences. Confirmed that notifications are enabled in agent preferences. The ticket is set to "valid".

The same setup works perfectly for a ticket owner update notification using NotificationOwnerUpdate as trigger event.

The two notifications are configured identically, the only difference is the trigger event.

For some reason TicketQueueUpdate and NotificationMove don't trigger a notification. I can see in the ticket history that the ticket has been moved from queue A by agent X to queue B, but the history shows no notification being triggered at all. It's not that it has been fired but it failed. It didn't fire at all.

In contrast, when changing owners, I can see in the ticket history that a notification has been triggered and an email sent out to the new owner.

Please help me work out what I am doing wrong. I need these notifications to work when a ticket changes queues.

Thank you.

[root]

Hi,

I think you're testing on your own? There is a setting that might play a role here: AgentSelfNotifyOnAction
By default, you don't receive notifications for actions you perform on your own.

- Roy

[zerszenyi]

Hi Roy,

Thank you for getting back to me. I should have mentioned that I am aware of the fact that no notifications are sent to self.

I finally got it working: it was all configured correctly, except the agents did not have any queues selected in their profile settings under My Queues. I got the idea from Gemini as this details doesn't seem to be in the documentation.

It may look like a silly mistake and in hindsight it does, however, to my credit:

- The Personal Settings section of the documentation doesn't mention notifications at "My Queues". All it says is "Select which services you will work in". - see https://doc.znuny.org/znuny/agentinterf ... index.html
- The event reference doesn't mention "My Queues" - see https://doc.znuny.org/znuny/annexes/eve ... index.html
- No "My Queues" in the The Ticket Notifications section either - see https://doc.znuny.org/znuny/admin/autom ... index.html

Maybe pass on this feedback to the documentation team.

Thank you.