Double mail to agent every ticket creation

[luciosan73]

Hi all,
we have recently installed OTRS 3.2.7 and we have some issue.
Every time OTRS create a new ticket, all the agent in the queue receive double mail notification.
The same occurs when the agent change ownership and when he send an empty mail.
Do you have any ideas?
Thanks
Lucio

[KlausNehrer]

Eventbased notification configured?

[luciosan73]

Yes.
We have 3 eventbased notification:

1 for change owner (mail to agent)
1 for new ticket (mail to agent)
1 for ticket closed (mail to customer).

[KlausNehrer]

Your agents have configured notify in their settings.

[luciosan73]

Yes.
But the problem is that we receive a double mail when a ticket is created.

[crythias]

But the problem is that we receive a double mail when a ticket is created.

That's right. One the agents set (Preferences) and one you created Event Based Notification

[luciosan73]

At the moment Agents don't have "notifications" configured in their settings.
We have only:
-One "Auto Responses" in "Queue Settings" for new ticket notification to Customer
-One "New Ticket Notification" in "Ticket Settings --> Notifications (Event)" for new ticket notification to Agents.

Anyway two mail are sent to the agents.

[crythias]

Anyway two mail are sent to the agents.

ok. I would like to suggest you to turn off/make invalid the notification event (which should have been the obvious thing to try in the first place, as you *know* you set that one up).

[luciosan73]

I have already tried to deleted the "New ticket notification" in "Notifications (Event)" and no mail are sent to Agent when a ticket is created.

[KlausNehrer]

Show your event notification which sent two notifications please.

[luciosan73]

Hi,
in attach our event configuration which send two notifications.

Thanks

[troffasky]

See also: viewtopic.php?f=61&t=5609

although there's no actual solution there.

Is ArticleCreate the only Event you've got selected? AIUI, ArticleCreate is for when articles are added to tickets, eg notes, emails, etc. If you want notifications on new ticket creation, the obvious choice would seem to be TicketCreate. Actually, a more obvious choice would be to look at Preferences > Email Settings > New ticket notification.

As for what each Event actually is, I've found it to be a process of trial and error, as the documentation: http://doc.otrs.org/3.2/en/html/adminar ... tions.html isn't especially descriptive.

[KlausNehrer]

Why you use "article create" instead of "ticket create"?
And you have activate "Auto answer"?

[luciosan73]

Thanks to KlausNehrer we solved the problem changing "Notifications Event" to "Ticket Create" instead of "Article Create".