Note is not sent to an Agent

Moderator: crythias

Locked
nking
Znuny newbie
Posts: 35
Joined: 07 May 2012, 19:56
Znuny Version: OTRS 3.0
Real Name: Natalia King
Company: Lyons Consulting Group
Location: Chicago, Illinois
Contact:

Note is not sent to an Agent

Post by nking »

I am having an issue after most recent SVN push, that after I add a Note that is specified to certain agents, they do not receive them via email.
There are absolutely no errors in System Log. For example when I review tickets that are locked, I want to create a note and specify agents whom I want to receive it. But they don't. Then I also tested just adding an external note to a ticket I am an owner of and I do not receive an email notification either. What is wrong?
OTRS 3.0, CentOS 5.5
crythias
Moderator
Posts: 10170
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Note is not sent to an Agent

Post by crythias »

nking wrote:Then I also tested just adding an external note to a ticket I am an owner of and I do not receive an email notification either.
I don't believe you'd need to have a notification of a note that you've added to your own ticket.
nking wrote: For example when I review tickets that are locked, I want to create a note and specify agents whom I want to receive it.
You didn't used to be able to send to agents when the ticket is locked. In general, it doesn't make sense to do that. "Hey, everyone, look at this ticket John has locked!"
It does make sense on an unlocked ticket, "Hey everyone in this queue, check this out..."
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
nking
Znuny newbie
Posts: 35
Joined: 07 May 2012, 19:56
Znuny Version: OTRS 3.0
Real Name: Natalia King
Company: Lyons Consulting Group
Location: Chicago, Illinois
Contact:

Re: Note is not sent to an Agent

Post by nking »

You are absolutely right. After further testing it all became clear.

Thank you for response!
OTRS 3.0, CentOS 5.5
Locked