Auto replies / Notifications unreliable

[proc]

We are on day 4 of our go-live with OTRS (3.2.11) and the main issue I have been experiencing is the complete unreliability of the auto-responses and notifications.

For the life of me, I could not get any of the auto-responses to actually work. I populated them in Queues->Auto Responses, then applied them in Responses<->Queues. Opening a ticket, closing a ticket, etc, didn't generate the expected emails to the users.

So, I created entries in "Notifications (Event)" for "New Ticket AutoResponse" and updated the "Ticket Closed" to contain the approved text. Now, the users are getting the automatic response when a ticket is opened (I'm guessing it is because of the Event notification I just created), but they are still not getting the automatic notification that was created.

I'm a bit baffled. Are there any logs I can enable to follow the process and see what is failing or what conditions are not being met by the Event Notification?

Thanks in advance!
-Rich

[crythias]

Notifications go to Agents
Replies go to Customers
Replies need to be attached to queues (AutoReply - Queue as well)
Agents get notifications if their individual preferences, notifications are Yes and queues highlighted in my queues.
OTRS logs will indicate if inability to send email, which could be multiple issues, including inability to relay.

[proc]

What I am noticing with the close notification is that it is working *some* of the time.

For one, I noticed that it will not send the close notification if the customer and the person closing the ticket are the same person. Is that intentional?

So far, that's the only pattern I have been able to find...

-Rich

[crythias]

I noticed that it will not send the close notification if the customer and the person closing the ticket are the same person. Is that intentional?

You won't get notifications for things you do. It's assuming you know you did such thing.