Error on ChangeInitiator Agent Notifications

[skyrocket]

Hi Everyone

I was wondering if someone could help with a problem around Change Initiators not receiving Agent Notifications emails, which I have simply run out of ideas on. I am running Version is 3.0.5 with ITSM version of 2.1.94 installed on a Win2008 box.

This problem occurs when a user raises a ticket via an email which then gets manually changed to an RFC and then raised as a change.
I have added the ChangeInitiator to the “requested changes” and “ticket linked to change” notifications within ITSM ChangeManagement Notification Management, so they should essentially be receiving two notifications, one when their ticket gets linked and the other when the change is raised. Other agents such as Change Managers or Change Builders who are recipients of these specific notifications do receive the notification emails, so it appears to be just linked to the ChangeInitiator.

On checking the history of the change It claims that an email was sent to the changeinitiator along with the other agents. However when I look in the OTRS logs I find the following related errors:

Thu Feb 24 10:31:35 2011][Error][Kernel::System::ITSMChange::Notification::_NotificationReplaceMacros][1008] Need Language!
[Thu Feb 24 10:31:35 2011][Error][Kernel::System::ITSMChange::Notification::_NotificationReplaceMacros][1008] Need Language!
[Thu Feb 24 10:31:35 2011][Error][Kernel::System::Email::Send][174] Need Body!

When the original ticket gets raised on the system the Customer (ChangeInitiator) does receive an auto reply which I have setup, so we know communications is good between them and OTRS.

We’ve tried creating tickets and then converting them to RFC/Changes from various other customers, but each time we get the same issue.
The OTRS language was originally set to EN-GB, so I changed this en, but this hasn’t made any difference. I have tried setting various combinations of user languages both within OTRS Customer profile tab and on the customers PC, but all testing again proved unsuccessful.

The only other thing I’ve seen is that when I go to Admin/Ticketing System/Notification management and select the UK language the notification list is empty, the list under US is fully populated though, so I don’t see this making too much difference as U.S is the default language for the system and the one I have been assihning to my customers within their profiles.

I’m therefore left to think that this is some kind of bug with how the ITSM change management module deciphers the Change Initiator’s language due to the error message in the logs above, as it doesn’t seem to be able to find the language and or body for the notification.

Any help or suggestion you can provide me would be very much appreciated, as I little out of my depth here and not sure how to proceed.
Thanks for your time
Dave

[skyrocket]

Hi

I am a bit disappointed that I seem to have you lot beaten on this.

Ok then, could somebody take a wild guess at why there are no pre-defined agent/customer notifications in Notification Management for the languages English (UK) and English (Canada) all other languages seem fine.
If you're not sure what I'm talking about, see the attached screen shot which shows the empty UK list.
Cheers
Dave

[icm3012]

Hi

I raised a bug concerning this, someone else has come up with a workaround to the problem, I made the changes and it works.

QUOTE---
I noticed that you changed the behavior of Kernel/System/Notification.pm a
while ago, especially in NotificationList(), in Line 224:

# show only 'en' and not en_*
next if $Language =~ /^en_.+?$/;

If I uncomment this I can see the Notifications for the ChangeManagement module
again, if the user language is set to e.g. en_GB.

Change to this --

# show only 'en' and not en_*
# next if $Language =~ /^en_.+?$/;

regards

Ian

[skyrocket]

Hi Ian

Thanks for taking the time to post that, I really appreciate it.
Yeah I followed that instruction and can now see a list of agent/customer notifications for UK and Canada languages in Notification Management.
Unfortunately these notifications are still not being sent to ChangeInitiators/Customers and I'm still seing the same errors of "Need Language" and "Need Body" in the logs.
I cannot help but feel there is coding amiss elsewhere.
Do you have any similar drama's with your notifications being sent and did you change line 240 as well as 224, as I see those lines are identical?
Thanks again mate
Cheers
Dave

[skyrocket]

I've raised a bug report for this error, as the the same fault followed after a clean install.
http://bugs.otrs.org/show_bug.cgi?id=6963