Event notification problem

[Visp]

Hello,

I have a rare problem.

I have configured a notification event, this event works fine, but random way doesn't work and won't send notifications. After, it works fine until fails again.

No error in the log...

All the tickets are the same, they don't have any difference (only, content text).

Attached screenshots of GenericAgent and Event.

http://i.imgur.com/ozfUYyl.png <-- Notifications (Event)
http://i.imgur.com/FtPGkQ1.png <-- GenericAgent

Other info:

OTRS 3.2.1
OS: Debian 6.0.7
# uname -a
Linux otrs 2.6.32-5-amd64 #1 SMP Mon Feb 25 00:26:11 UTC 2013 x86_64 GNU/Linux

# apachectl -v
Server version: Apache/2.2.16 (Debian)
Server built: Mar 3 2013 12:09:44

# mysql> SELECT VERSION();
5.5.27-ndb-7.2.8-cluster-gpl


Any ideas?

Thanks!

[crythias]

this event works fine, but random way doesn't work and won't send notifications. After, it works fine until fails again.

Ghosts.
Or it's working properly but not the way you want. Except you just said that and nothing else.

Please explain what you want to happen, what happens when it works. What happens when it doesn't work, and any possibility to replicate.

[KlausNehrer]

And the non-errors in the log to (the) send(ing) of the notification?

[Visp]

Ghosts.
Or it's working properly but not the way you want. Except you just said that and nothing else.

Please explain what you want to happen, what happens when it works. What happens when it doesn't work, and any possibility to replicate.

Ok, I'll try to explain better.

I have a GenericAgent. This GenericAgent, update ticket state from "Pending reminder" to "No reply". (Works always fine)

I have also a "Notifications (Event)". When update ticket state to "No reply", they will should send a notification to a customer. (Normally this works fine (send notification), but random way doesn't works.)

I'm trying to find because doesn't send all notifications to my customers. I think the event is not actived in all tickets.

And the non-errors in the log to (the) send(ing) of the notification?

No, i believe that event not send any message to my mail server.
And i not found anything in logs from OTRS.

[crythias]

Summary: You have a Generic agent not triggering event notifications.
Solution: check the box to enable notifications in your generic agent.

[Visp]

Summary: You have a Generic agent not triggering event notifications.
Solution: check the box to enable notifications in your generic agent.

Hi Crythias,

In my generic agent i have already enabled notifications, but some tickets fails randomly.

You can see my configuration in the screenshots.

thanks crythias!

[crythias]

but some tickets fails randomly.

then it's working how it should.

This is not a helpful statement.

[Visp]

Hi,

Well, it's not working as it should because more or less a 20-30% of the tickets don't send the notification to the customer.

I'm aware that I don't have much information about my problem, but I don't know what else can I revise to find the error.

I have two screenshots of two similar tickets, in one you can see that there is a notification sent, and in another one there is not any notification sent.

Right: http://i.imgur.com/QEYrhd9.png
Wrong: http://i.imgur.com/01jjOkv.png

Thanks very much for your help and I would apreciate if you could help me in this issue.

[crythias]

I can't verify... it may be multiple Generic Agents running?

[Visp]

Yes, i have 8 generic agents.

[crythias]

OK. Maybe I'm not being as clear. Maybe you have another Generic Agent doing exactly the same thing and the one GA that wins didn't have notifications enabled.

The likely candidates:
Queue isn't one of the filter.
Customer is somehow set to not receive notifications (maybe loop, preferences, or other reasons)
Different GA runs and wins without notification.
System Log shows issue with sending this notification.

Otherwise, ghosts.

Attempts:
Check Queue
Check recipient email
Check System Log

[Visp]

Ok, I'm reviewing everything you told me.

Thanks!