New Ticket Notification

[duane]

I can't seem to get notifications for new tickets to operate.

We are using OTRS 3.0.6.

I can send a message using the Admin Notification feature. This verifies that email is functioning properly.

However, when a new ticket is created, I see in the logs that the ticket is created, but there is no sign of a notification being sent.

The Agents are all set to receive notifications on a new ticket. The Agent is a member of a Group that is assigned to the Queue. The Agent has all check boxes checked in the Agent-Group Relations (RO, MOVE_INTO, CREATE, NOTE, OWNER, PRIORITY, RW).

The ticket is being created by perl code that we wrote to move information from one system into a ticket. Clearly that code is working as a ticket is being created, but no notifications are being sent.

What am I missing?

Thanks for the help,
...Duane

[duane]

I should also note that each Agent has the Queue in its "My Queues" list.

[duane]

I guess this might change to an external API question.

I created a ticket internally to OTRS (phone ticket) and the notifications fire appropriately. It seems our perl script must do something in addition to creating the ticket in order to cause the notifications to fire.

Tips? Pointers?

Thanks,
...Duane

[crythias]

If you're using the API to generate the ticket, the API fires Events.

[duane]

Thank you crythias. We are using the TicketCreate() API. TicketCreate definitely creates the ticket, but we are not getting Notification Events fired. Do we need to call an additional API?

This script was originally written for OTRS 2.4. With a small change, we were able to adapt it for OTRS 3.0. In any case, the script does not cause Notification Events to be fired.

We never did use this script in a 2.4 environment with notifications, so we don't know if the script fired notifications in 2.4.

Thank you again,
...Duane

[jojo]

post your script

[kruegerM]

I have found that:
1) If a ticket is created and I don't set the Owner, email notifiations go out (and I'm the owner)
2) If a ticket is created and I set the Owner to myself - NO email notifications go out.
Bug or configuration issue??

[jojo]

post your script!

[crythias]

1) Who is the userID of the ticket creator?
2) If the ticket is created and owned already, nobody should necessarily get notification outside the owner, but if the userID of the ticket creator is the user id of the owner, I would hope the system would be smart enough to notify nobody about the ticket.

WHY? Because:
1) Why notify anyone else if the ticket already has an owner? Nobody else should do anything with the ticket.
2) Why notify you? You assigned the ticket to yourself.

[kruegerM]

Scenario:
My management wants to know of very ticket created in the Development queue. His preferences are set to notify him any time a ticket is created in that queue
I create a ticket, but don't supply an owner. The system sets me as owner and management gets a notification the ticket is created. Ticket is unlocked.
I create another ticket and make myself the owner. The system does not send out any notificaton. Management is very unhappy. Ticket is locked (another issue)
This is why it's a problem, at least here.
...
That all being said, I was able to program around it -> Updated AgentTicketPhone.pm (otrs/Kernel/Modules) to change:
- Line 1042 from $NoAgentNotify = 1 to $NoAgentNotify = 0
- Line 1099 from Lock => 'lock' to Lock => 'unlock'

[jojo]

You should use notification (event) for this

[shaned123]

I am having a similar issue with intermittent success/failure of notifications.

What would be very helpful is documentation on the events that fire each of the out of the box notifications for OTRS. It seems that the solution to a lot of the notification issues is to build your own event, however it also appears that none of us know exactly what events cause the out of the box notification to fire.

Is there documentation you can point us to that defines the event that kicks off the notifications that are shipped with OTRS? Or alternatively a way to look up what events kick off the out of the box notifications?