Agent Notifications

[bonez56]

Hi,

I set up OTRS about 2 weeks ago and my notifications were all working correctly.

I was being notified when a customer created or updated a ticket.

For some reason, a couple of days ago all the notifications stopped. I had not made any changes to the configuration either. To get new ticket notifications, I had to create a rule manually in Notifications (Agent). That is working again now, but I would like to also create a notification for when a customer sends an update.

Can anyone tell me which field I should use? I tried TicketCustomerUpdate but that sends me a notification whenever a new ticket is created as well, meaning it doubles up.

I'd really like to know how I can get this working correctly.

Thanks in advance.

[ferrosti]

In your Agents preferences, do you still have these Queues under 'My Queues' selected?

[bonez56]

Yes, I do have these settings enabled.

Screenshot of my agent settings attached.

edit: New ticket notification is disabled, but I have configured it under Notifications (Event) and I am recieving new ticket notifications... The problem is I'm just not recieving notifications when a customer updates a ticket with further information.

[crythias]

new ticket notification probably should be yes, but notification (event) will double it up.

If the ticket is locked to another agent, you won't get followups even if the setting is notify on followups.

[bonez56]

For some reason I was not getting notifications at all, even when they were enabled in agent settings. That's why I had to go into Notifications (Event) and set it up manually there.

If I disable it in Notifications (Event) and enable it in the agent settings, I do not get any notifications at all.

Right now there are only 2 agents configured on the system. Admin ORTS (the default root account) and myself.
All incoming tickets are set up to be assigned directly to my own user account, yet like I said above if I don't activate the Notifications (Event) I get nothing.

It was all working up until a few days ago which is really strange. I don't think I've changed any settings.

[crythias]

If you don't get notifications:
1) You don't belong to the queue
2) The queue isn't in "My Queues"
3) Notification isn't turned on
4) mail isn't working. (check system log for more info).

[bonez56]

If you don't get notifications:
1) You don't belong to the queue
2) The queue isn't in "My Queues"
3) Notification isn't turned on
4) mail isn't working. (check system log for more info).

I've checked and as far as I can see I belong to the queue. Notifications are turned on.
Email flow is working correctly and there's nothing in the system log. When customers create a new ticket, they get the auto response so email config is fine.

If I turn off new ticket notifications in Notifications (Event) then I am not getting any notification emails. I also don't get any customer updated the ticket emails.

I've attached a few screenshots. Is there something I am missing? If you could please have a look and assist it would be greatly appreciated.

[bonez56]

One more attachment.

[bonez56]

Bump

Anyone able to check my configuration above and let me know where I may have gone wrong?

[ferrosti]

What about the admin user? Does this one receive notifications?
In OTRSs core settings, it might be possible, that you deny mail sending to your domain.
'CheckEmailValidAddress'
'CheckEmailInvalidAddress'

[richardc]

Hi,

I am having the exact same issues. I was recently using 3.0.6 for testing and I noticed I had no agent notifications under 'English (United Kingdom)'. I see this has been fixed in 3.0.7 (which I am now using for testing) but I'm not getting any new ticket or follow-up notifications.

Same as above, I have checked that I have all queues selected in 'My Queues' and I have all agent notification settings set to 'Yes'. I also put an auto-reply on new tickets for the queue I'm looking at (under Admin, Auto Responses <-> Queues) and I notice that when I e-mail the system, the e-mail sender gets the auto-reply but no agents get notified of the new ticket.

I have also confirmed that OTRS can receive and send mail (because it received the e-mail ticket and sent the auto-reply) and I've even manually sent my agent account an e-mail using the Admin Notification and selecting the agent. That e-mail comes through fine, so I can only assume it's something in the OTRS causing the issue for agent notifications.

I'm also noticing that both myself and the OP have our language set to 'English (United Kingdom)'. Based on what I observed in 3.0.6 (no notifications on my default install), I'm wondering if the problem is stemming from that?

Any thoughts or suggestions are much appreciated!

Many thanks,
Richard

[richardc]

I found a solution for my problem, so maybe it can help the OP.

I found it at http://lists.otrs.org/pipermail/otrs/20 ... 26029.html

Specifically:

we were able to workaround this issue by hardcoding an general email of our domain (the one of admin) at procedure SendAgentNotification on file ~/Kernel/System/Ticket/Article.pm.

The original code looks like:

# send notify
$Self->{SendmailObject}->Send(
From => $Self->{ConfigObject}->Get('NotificationSenderName') . ' <'. $Self->{ConfigObject}->Get('NotificationSenderEmail') . '>',
To => $User{UserEmail},
Subject => $Notification{Subject},
Type => 'text/plain',
Charset => $Notification{Charset},
Body => $Notification{Body},
Loop => 1,
);

The new is:
# send notify
$Self->{SendmailObject}->Send(
From => $Self->{ConfigObject}->Get('NotificationSenderName') . ' <our_admin_email at our_domain.com>',
To => $User{UserEmail},
Subject => $Notification{Subject},
Type => 'text/plain',
Charset => $Notification{Charset},
Body => $Notification{Body},
Loop => 1,
);

It looks like the notification is trying to be sent using the original sender's e-mail address and my Exchange SMTP server was rejecting it as my account didn't have 'Send As' permissions for that address.

Should this not be a setting somewhere? Or maybe it is and I couldn't find it but I did previously try setting 'SendmailNotificationEnvelopeFrom' in Framework -> Core::Sendmail but that didn't work and I had to manually change the Article.pm file.

Anyone got any further thoughts?

Richard

[pasbeur]

Hi

I am having partially the same issues, as far as notifications for new ticket are concerned.
I use 3.0.6.
My company mail server is an Exchange mail server.
I get a notifications for new ticket when the customer is from my company.
When the customer is from the outside, he does'nt get any notification for the ticket.
The workaround Richard has given does'nt work for me.

Any idea?

Thanks.

Pascale.

[richardc]

Hi Pascale,

From what I understand, the OTRS agent will try to send the notifications using the settings under Core::Sendmail. In my case I am using the SMTP module, and have set my exchange server as the 'Host' and I have supplied values in 'AuthUser' and 'AuthPassword'. These credentials only have 'Send As' permission for one e-mail address (the main one I'm using for OTRS) and it's that e-mail address that I put into the Article.pm file.

Another note is I'm using Exchange 2007 which has disabled internal relaying. As far as I'm aware, this was enabled by default in Exchange 2003 (and before) so that anyone could (in theory) send an e-mail as anyone inside the organisation using SMTP and it would allow it. I think this could be why your internal ones are working but external isn't. I think this should also work (again, Exchange 2003 and before) without any username or password.

If you haven't already, can you try putting the 'AuthUser' and 'AuthPassword' in of the e-mail address you want notifications to be sent from, then change the Article.pm file to hard-code that e-mail address. I'm thinking that if you do, you'll be in the same situation as me, but it will mean your notifications for external tickets should start working.

Richard

[pasbeur]

Hi,

It's not OK, I have try to put the 'AuthUser' and 'AuthPassword' in the e-mail address but now the internal e-mail don't send.

The SMTP server is different that a e-mail server and is not a Exchange server

Have another idee?

Patrick (Collegue of Pascale)

[pasbeur]

Hi,

It's OK nows, I have set the value "SendmailNotificationEnvelopeFrom" with the system email.

Thanks

Patrick

[richardc]

Glad you got it sorted!