Agent Notification Issue

[danny0312]

Hello Everyone,

I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue.

Now I have two agents configured, which have selected helpdesk in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, two agents must be notified but for some reason only one agent gets an email and other doesn't. Both of them are configured the same way.

Also, I noticed that when I create a ticket within a customer web page (not sending an email), both agents get notified. When I send an email to a helpdesk, only one agent gets notified. Please help!:)

Thanks!

[jojo]

if you have the same mailadress used for sending the testmail as an agent has, no notification will be sent to this person

[danny0312]

if you have the same mailadress used for sending the testmail as an agent has, no notification will be sent to this person

Thanks for your respond.

The mail address and the agent's email are different. I also thought of it already. Also I thought if the agent sends the email to otrs, perhaps he wouldn't receive a notification email since it is the same email address for customer and an agent. So basically there are 4 different emails in this scenario: Agent#1 Agent#2 OTRS email and random email that sends a ticket to otrs.

[jojo]

anything in the logs?

[crythias]

Hello Everyone,

I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue.

Now I have two agents configured, which have selected helpdesk in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, two agents must be notified but for some reason only one agent gets an email and other doesn't. Both of them are configured the same way.

Also, I noticed that when I create a ticket within a customer web page (not sending an email), both agents get notified. When I send an email to a helpdesk, only one agent gets notified. Please help!:)

Thanks!

Agent preferences notifications yes and queue highlighted in my queues.

[danny0312]

anything in the logs?

Here is one block from otrs.log

Seems like it sends email to one but not the other

[Thu Dec 12 12:02:04 2013][Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserLogin (#####) from customer source backend based on (########).
[Thu Dec 12 12:02:04 2013][Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserCustomerID (##########) from customer source backend based on (##########).
[Thu Dec 12 12:02:04 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121210000055/Notification Te] created (TicketID=33,Queue=IT Helpdesk,Priority=3 normal,State=new)
[Thu Dec 12 12:02:06 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"##### <bhutkovskyy@mmitnow.com>' from 'IT Help Desk <##########>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121210000055] RE: Notification Test;
[Thu Dec 12 12:02:06 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121210000055] (TicketID=33, ArticleID=70) to '"#########" <#############>'.
[Thu Dec 12 12:02:08 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Agent #1'.
Here is where it suppose to send agent notification to Agent #2


Thu Dec 12 12:02:09 2013][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from host.


When I submitted a ticket via web there were two agents getting the notification...

[Thu Dec 12 12:02:08 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Agent #1'.
[Thu Dec 12 12:02:08 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'Agent #2'.

[danny0312]

Hello Everyone,

I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue.

Now I have two agents configured, which have selected helpdesk in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, two agents must be notified but for some reason only one agent gets an email and other doesn't. Both of them are configured the same way.

Also, I noticed that when I create a ticket within a customer web page (not sending an email), both agents get notified. When I send an email to a helpdesk, only one agent gets notified. Please help!:)

Thanks!

Agent preferences notifications yes and queue highlighted in my queues.

As I said earlier...same queue "help desk" is highlighted for both agents and both agents have notification set to "yes"

[crythias]

Is IT Helpdesk different from Helpdesk? Can we see more from the log for when it works? Can you edit your signature with your OTRS version?

[danny0312]

To eliminate confusion with two agents I took one out (the one that was getting a notiifcation).

Currently I am the agent who receives a notification when a ticket is created via customer web interface, but when I send an email to otrs, no "new ticket" notification is sent....

[danny0312]

Is IT Helpdesk different from Helpdesk? Can we see more from the log for when it works? Can you edit your signature with your OTRS version?

IT Helpdesk is the same as Helpdesk....sorry for the confusion

Not completely sure what signature has to do with notification...if you meant "new ticket notification" template then yes, I am able to edit it...

[danny0312]

Here is the log info:

Ticket submitted via email:

[Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT Helpdesk,Priority=3 normal,State=new)
[Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Customer <customer@######>' from 'IT Help Desk <ithelpdesk@#######>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000035] RE: Notification Test; -->> which I assume is an auto response automatically sent back
[Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000035] (TicketID=70, ArticleID=144) to ''Customer <customer@######>'.
[Fri Dec 13 09:24:05 2013][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from host.

As you can see, there is no agent notification being sent....

Here is a log enty when ticket was submitted via web interface

[Fri Dec 13 09:05:59 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000017/Notification Te] created (TicketID=68,Queue=IT Helpdesk,Priority=3 normal,State=new)
[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Customer" <Customer@####>' from 'IT Help Desk <ithelpdesk@#######>>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000017] RE: Notification Test;
[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000017] (TicketID=68, ArticleID=140) to '""Customer" <Customer@####>'.
[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent@####'.

Here you can see a log entry saying that notification was sent...

It seems weird....is it a bug or something? Please help me out

[crythias]

Not completely sure what signature has to do with notification

On this forum :) ... it will help [me] remember what version of OTRS you're using in case I have to look up the code.

[danny0312]

Not completely sure what signature has to do with notification

On this forum ... it will help [me] remember what version of OTRS you're using in case I have to look up the code.

Done:)


Any suggestions on an issue ???

[danny0312]

Still wasn't able to figure out what causes it. Tried using older 3.3.2 version, still no luck. Setting are configured properly (queue Helpdesk is selected and "new ticket notificaiton is set to "yes"). Any ideas will be appreciated.

[danny0312]

Fixed it...finally!

Feel free to close the thread.

[crythias]

what happened?