Repyling to a ticket should send the reply also to agents

[hostingnuggets]

Hello,

I just upgraded my OTRS installation last week from 3.2.x to 3.3.5 and since then I noticed that when an agent answers a ticket (Reply) it does not send that reply to all other agents which follow that queue.

Now I looked through the configuration of OTRS (SysConfig) and I can't find where this option is, I can't even remember how I configured that. But basically I would like all agents to be notified of a reply on a ticket so that we all know what is going on by e-mail and don't need to check all the time OTRS.

Any ideas?

Regards,
John

[jojo]

Notification (Event)

[hostingnuggets]

I checked to notification event and I am quite sure that I did not need to add such an event and also why would have this event been deleted on an update from 3.2 to 3.3.5.

I think it was more something like an automatic carbon copy setting which would send any reply of any tickets to all of the agents in the queue. The reply to the ticket was sent to all agents as an exact copy of the original reply to the customer but the customer did not see the agents CC'ed.

[crythias]

Please note that, generally, the idea is ... "This is *your* ticket. You handle it, and don't bother everyone else about it"
OTOH, I know that in a collaborative system, it may be important to cc or bcc other agents about an issue.

That said, the Notification Event on article create from agent-external to (group members of the queue's group) is optionally a better idea than telling the customer who also got the email, in the sense of keeping the correspondence within the ticketing system. To handle the reply from customer so the other agents get the message, you may wish to unlock the ticket.

[hostingnuggets]

Thanks for the reply, I also agree with this principle but we are a tiny team working in different locations and need to be aware of what is going without having to consult the OTRS web interface all the time.

Meanwhile I have found the SysConfig option I used in the past, that was: SendmailBcc

Strangely upgrading from 3.2.x to 3.3.5 deleted the value of this parameter and now if I try to add an e-mail address to this parameter but when I click on Update I get the following error message:

Code: Select all

Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Wed Mar 5 15:57:30 2014 Message: Can't write ConfigItem! RemoteAddress: 192.168.10.152 RequestURI: /otrs/index.pl Traceback (16177): Module: Kernel::Modules::AdminSysConfig::Run (OTRS 3.3.5) Line: 200 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.5) Line: 871 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

Do you have any idea what is going wrong here?

[crythias]

can't write configitem points to permissions issue ... either otrs user or www-data (?) cannot write to the ZZZ file in Kernel/Config/Files

[hostingnuggets]

Great that was it!

The ZZZAuto.pm file had owner/group set to otrs where it should have been www-data.