Agent Notifications Problem

[stizmatic]

I am working on setting up the notifications of our OTRS system. I currently only have two agents active in the system. Only one agent is receiving agent notifications. Both agents have valid email addresses. When I create an event notification, both agents are able to receive the email. Does anyone have any tips on where I should look to find the problem?

I've looked in the logs to see if the email is even getting sent out from OTRS, which it is not for the agent that is not getting the email. Below is the log entry for the agent that does receive the email.

[Fri Mar 11 08:23:11 2011][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'xxxxx@xxxx.com'.

Any help would be greatly appreciated. Thanks!

[kool_kid]

Does the agent preference have notifications enabled?. Make sure all types of notifications are enabled for debugging purpose.

Also make sure the agent have the access to the queue on which these notifications are being set.

[stizmatic]

Okay, so I started fresh with the system. New DB, new config, new everything. Setup with default queues and notifications. Same two agents as before. For the agent that was not receiving notifications, I enabled all in user preferences. Still, no notifications.

Now I dont know why I didn't try this before, but I logged in as a different agent, changed the owner of a ticket to the agent that wasn't receiving notifications and an email was shot out immediately. It looks like a notification will not be triggered if the agent conducting the changes on a ticket is the same agent who should receive a notification. I didn't see this in the docs but I may have overlooked it. Is there anyway to change this?

[crythias]

There must be something you're not telling us. Please recreate your steps.

[stizmatic]

I did recreate the steps, rebuilt the entire system from a clean slate. As stated above, I found the issue. If an agent assigns himself a ticket, or conducts any other type of action that would warrant a notification, the notification is not sent. So agent A assigns himself a ticket = no notification. If agent B assigns agent A a ticket = notification. Agent B assigns himself a ticket = no notification. Hope I cleared that up.

[crythias]

Ok. I guess that OTRS assumes you don't need notification when you do an action. That kind of makes sense.