Email Notifications ( Event ) not working for agents

[nickg87]

We have implemented OTRS 3.2.6 for our company. It seems to be working great except for one thing which we have spent hours trying to fix with no luck. The issue is that whenever a new ticket is created no emails seem to be going to the relevant agents. The weird thing is that if an agent updates a ticket the customer does get an email notification that is has been updated.
In the Notification Management ( Events ) I have created a new ‘item’ with the ‘TicketCreate’ event attached to it. I have played around with all the other fields ( recipient groups/agents etc) and we never seem to get an email.
This is an example from the System Logs when a new ticket is emailed in :
Mon Dec 9 16:14:47 2013 notice OTRS-CGI-10 IMAPS: Fetched 1 email(s) from hdesk@company.net/exchange.mailserver.com.
Mon Dec 9 16:14:46 2013 notice OTRS-CGI-10 Sent agent 'Update Agents - New Ticket' notification to 'agent@company.com'.
Mon Dec 9 16:14:46 2013 notice OTRS-CGI-10 Sent agent 'Update Agents - New Ticket' notification to 'agent1@company.com'.
Mon Dec 9 16:14:44 2013 notice OTRS-CGI-10 Sent agent 'Test Reply Ticket' notification to 'agent@company.com'.
Mon Dec 9 16:14:44 2013 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'agent1@company.com'.
Mon Dec 9 16:14:44 2013 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'agent@company.com'.
Mon Dec 9 16:14:43 2013 notice OTRS-CGI-10 New Ticket [2013120910000043/New Ticket from] created (TicketID=394,Queue=BusinessIT Support Queue,Priority=3 normal,State=new)
Mon Dec 9 16:14:43 2013 notice OTRS-CGI-10 Take UserCustomerID (customer@company.com) from customer source backend based on (customer@company.com).
Mon Dec 9 16:14:43 2013 notice OTRS-CGI-10 Take UserLogin (customer) from customer source backend based on (customer@company.com).
Mon Dec 9 16:14:43 2013 notice OTRS-CGI-10 Filter: 'All Incoming Email and Web Tickets' Set param 'X-OTRS-Queue' to 'BusinessIT Support Queue' (Message-ID: <1883B4A759E52B46BB134243A5AA8025012ED98BB5@sha-mailserver.com>)


Anyone got any ideas on what may be wrong or what to try next?
Thanks in advance

[crythias]

The issue is that whenever a new ticket is created no emails seem to be going to the relevant agents.

Agent preferences notifications yes queue highlighted in My Queues.

[nickg87]

Thanks for that but i'm afraid that all the notification types are set to Yes. Any other ideas?

[crythias]

Mon Dec 9 16:14:46 2013 notice OTRS-CGI-10 Sent agent 'Update Agents - New Ticket' notification to 'agent@company.com'.
Mon Dec 9 16:14:46 2013 notice OTRS-CGI-10 Sent agent 'Update Agents - New Ticket' notification to 'agent1@company.com'.

This says sent. Check if blocked at mail server.

[nickg87]

Thats what i am looking at now but would there be any reason the customers would receive the notification and not the agents ?( considering the customers in our case are fellow staff so all the emails are using the same servers )

[crythias]

I'm just reading this multiple times.
Notifications (Event) isn't necessary because there's already a new ticket notification available that doesn't use Notifications (Event).

Thats what i am looking at now but would there be any reason the customers would receive the notification and not the agents ?

Agents get sent from one email address (Notification Sender in SysConfig) while customers get auto-reply from the email address attached to either the queue or the autoreply.

[nickg87]

got it!!! for some reason our local SMTP server was dropping the agent notifications but letting everything else go through. Thanks again for everyone's help!