System set the owner of a ticket to admin

[karenliang]

After I enable the accleration notification function on 3.1.4. The system set the owner of a tkcet to admin when the ticket is setted up. But the queue of the ticket is still correct. In fact, admin is not one of the member of this queue. It cause big trouble as the system do not send the notify eamil to the correct user since then. Anybody help to find why?

[jojo]

admin is always the owner of new tickets as it is the system

[karenliang]

admin is always the owner of new tickets as it is the system

Hi Jojo,

Thanks your advice. If a ticket belongs to a queue, and the admin do not belong to this queue. The ticket belong to one member of this queue before I enable the notify function.

Then the email to the engineer can not be reached bacause the the owner of the ticket is the admin.

[jojo]

notify is not changing owner.

All tickets belong to admin if they are new.

Please show the changes you made

[karenliang]

Thanks Jojo
I make two changes when the trouble happen.
1. I enable the email prefect by domain. And setup some email rules at the same time.
2. I enable the excalation notification function. And chang the configuration file below:
/opt/otrs/Kernel/Config/GenericAgent.pm

# Activate this if you want to use these events in your system.
'trigger escalation events' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
},
},

[jojo]

please eplain

1. I enable the email prefect by domain. And setup some email rules at the same time.

[karenliang]

This is the configuration for prefect the email.
1. I change the configuation of "admin"->"PostMaster mail account"->change the dispatching from "by queue" to "by field"
2. Then setup the "PostMaster filter". Only the email from certain user can reach the queue.
This is the configuration for enable the ascalate notify.
1. http://OTRSIP/otrs/index.pl?Action=Admi ... oup=Ticket, enable the " Ticket::EventModulePost###110-AcceleratorUpdate"
2. change the file:/opt/otrs/Kernel/Config
# Activate this if you want to use these events in your system.
'trigger escalation events' => {
Escalation => 1,
# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
},
},

[jojo]

Acclerator update is for maintaining an index file and is switched on per default

[karenliang]

In fact, after I enable this function, system do not send email out by Notifications(Even) function.

[jojo]

I really doubt this. The acclerator is switched on by default

[karenliang]

Ascalate is switch on by default. But asclate notify email is not. I just enable this function.Now, no email is sent out.

[jojo]

which file did you change? Kernel/Config/GenericAgent.pm?
Are the Cronjobs for OTRS running?
Did you configure a notification event for the escalations?

[karenliang]

Hi Jojo,

Yes I setup an even(notify) for escalte timer stop at the same time.
I find that there is no cronjobs working under the user I enable the OTRS now.
[root@bjftp scripts]# crontab -l
no crontab for root

Yours,
Karen

[jojo]

you need the escalation start event.

The cronjobs need to be run as otrs user

[karenliang]

Escalate notify email can be sended out when I enable the escalate stop even. But one day latter, all the even email can not be sended out.