eventbased notfication to role members

[mcguppy]

As I haven't got any answer yet in the german area, I try it here (this is the english copy of viewtopic.php?f=35&t=24246):

I have defined a queue ' inbox_queue ' , where all new tickets come in ( web portal , e-mail , phone) . Then I defined a role that is responsible for dispatching all the tickets from the ' inbox_queue ' in topic specific queues and determine the ticket owner. So far, everything works.

Now I would like to make sure that the members of this dispatching role will always be notified by mail when a new ticket in the ' inbox_queue ' lands . For that, I have defined a new event-based Notification with the following definition :

Events : TicketCreate

Ticket Filter:
State: New ; open
Queue: inbox_queue

Recipient
Recipeint roles : global_dispatching_and_assignment_role

Notification :
Subject : New ticket notification ! ( <OTRS_CUSTOMER_SUBJECT[24]> )
Text: <some text>
notivication article type : email - notification- int

This works wonderfully for all the tickets which are created by customers ( web portal , e- mail). But the notification is not triggered when an agent create a ticket in the 'inbox_queue' by " New phone ticket 'or' New email ticket '.
It looks like this actions do not trigger the event "Ticket Create" for some reasons.

Can anyone help me with that issue?
thank you very much

[jojo]

did you test with yourself only?

You will not be informed by own actions or if the customer has the same mail address like the agent.

[mcguppy]

Hi jojo
Thank you very much. This was really the problem. To test the behavior, I set um some test agent users but all with my own mail address. After asking our mail admin to provide me some test mail accounts and assigning these to the test agent users, all works as designed.
Great help. Thank you.
Kind regards