OTRS Not sending notifications anymore

[Osyrys14]

I have the system setup, and it used to send notifications to the agents when a new ticket was emailed in, but it's not doing it anymore. I've gone into the admin and sent the announcement which still works, so it can't be an email authorization problem. Any ideas? Also, where is the KB module for it, we'd really like to use that.

Osyrys

[jojo]

What was changed before OTRS "stopped" sending notifications (in most cases it is an issue of your mail system, like having a new exchange server)



The KB module is the FAQ

[Osyrys14]

Nothing has changed, it still sends email, if I go to "Admin, Admin Notification" it sends the notification just fine, but if an email comes in to the system, it creates the ticket, but doesn't assign it or notify support that there's a new ticket, or send the auto responder email to the address the email came from.

[KlausNehrer]

What shows the tickethistory?

[jojo]

check the logfiles

[Osyrys14]

Ok, here's what's happening, after days of debugging, the REPLIES to the ticket are working, however, if someone sends an email to the ticketing system, it creates a new ticket and doesn't notify anyone on the system that it's there. Also, the automatic escalation/notification doesn't seem to work either. We need it to notify us if a new ticket comes in, and if a ticket is older than 1 hour to escalate it and notify the owner to follow up. I've looked at as many settings as I can find (and there are a lot) and must be missing something. Someone please help with this. Thanks in advance!!

Osyrys

[Osyrys14]

Found it, so for others that are having this problem, it's NOT in the system settings, it's set in each individual agents configuration.

[parthasarathy]

Same problem here,
I can receive mail from customer, the tool creating notification successfully, but its not sent to customer and even no agent notification too.
But i can give reply for the mail.
The only problem is auto reply (Agent and customer notification not work), Please help.
Thanks advance..

[KlausNehrer]

Same problem here,
I can receive mail from customer, the tool creating notification successfully, but its not sent to customer and even no agent notification too.
But i can give reply for the mail.
The only problem is auto reply (Agent and customer notification not work), Please help.
Thanks advance..

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