Emailed Status Updates

[mcrognale]

Customers are not being notified when a ticket is updated or closed. I've looked at the system logs but don't see anything in them about outgoing email. When I look at the ticket history I see an entry for 'agent-external-email' but that email doesn't appear to be sending.

Any ideas where I should start looking to troubleshoot this one?

-M

[crythias]

Are the agents sending message to the customers? Or are you expecting to annoy your customers with every label change?

[mcrognale]

Agents are attempting to send messages to the customers. The customers are not even being notified when a ticket has closed.

[crythias]

Agents are attempting to send messages to the customers. The customers are not even being notified when a ticket has closed.

These are two separate issues.

1) Are agents able to send replies to customers (No?)
Then where is the problem? Logs? Spam filters? Transport?

2) customers are not being notified when a ticket has closed.
What's the expected path to let them know this?

[mcrognale]

1. When an agent opens the ticket and selects reply, they fill in a response and click send email. It registers in the ticket history that the email has been sent, but it's not showing up in the System Log and no email is being sent.

2. I thought that when a ticket was closed that it sent a notification. Looking a little deeper I see that the only option currently configured is for a 'note-internal' to be added to the ticket. Is there a way to add a 'note-external' and send the customer an email stating that the ticket has been marked closed?

[crythias]

When an agent opens the ticket and selects reply, they fill in a response and click send email. It registers in the ticket history that the email has been sent, but it's not showing up in the System Log and no email is being sent.

Are you certain no email is being sent? Can you verify through any means necessary that email from otrs is at least attempting to communicate with your SMTP server?

Are the customers getting ANY notifications from OTRS? is ANYONE getting a notification from OTRS? Did it work before? Did something change recently?

2) note-external simply means the note is visible on the web interface of the ticket system. To communicate with the customer, you should use a reply, because that's the way to tell the customer what you did to resolve the situation. (you can browse the HowTos herein for a different way, though).