agent notification

[kksuen]

I have install the otrs 3.0.11 on windows 2008. Whenever i set agent notification agent setup (eg. new ticket). System will hang with blank browser screen when customer a new ticket or update existing tickets.

I have also tried creating event notification as well but this doesn't send email notification also. please help

[crythias]

3.0.11 on windows 2008

Why that version? If this is a new install, you should be at 3.1.x (it's likely a new install, or else you're having problems with email...)

System will hang with blank browser screen when customer a new ticket or update existing tickets.

Yes, because email configuration is nonfunctional.

I have also tried creating event notification as well but this doesn't send email notification also.

Because your email configuration is nonfunctional

"Well, yeah, but how to fix it?"

Look for your postmaster settings. If you're using an smtp server and it worked before, it's not connecting to it, now.
"What's the problem?"
network, password, etc.

"How do I troubleshoot it?"
try to connect via telnet from your otrs server to port 25 on the smtp server you've configured in the PostMaster settings of SysConfig.

[kksuen]

there's no prob with email, customer can get notification and manage to sent admin notification to agent,
just when customer submit new/update ticket customer browser hang with empty page and agent cannot be notified

[crythias]

If the customer can't submit new/update ticket via the browser, it's because the new ticket notification can't send. Check your otrs logs.

[kksuen]

Hi the system log you mention is it the System Log at the admin page (this is empty(? or there is another log file at server console. if yes, which folder or file name i should refer to? is it advisable to upgrade to 3.1 and is there any issues if i upgrade via package manager.

[kksuen]

hi below is the log for the latest test that i did after setting new ticket notification for an agent.

[Mon Aug 27 13:13:03 2012][Notice][Kernel::System::AuthSession::DB::CheckSessionID] SessionID: '10a8f2038d702ed0549212006b5711b896' is invalid!!!
[Mon Aug 27 13:13:15 2012][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: cust2_otrs Authentication ok (REMOTE_ADDR: 192.168.0.1).
[Mon Aug 27 13:13:44 2012][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2012082710000037/test12] created (TicketID=81,Queue=Customers,Priority=Critical,State=new)
[Mon Aug 27 13:13:51 2012][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Triaset Test <kksuen@hotmail.com>' from 'W'LLCare Client Service Management <wllcare@triaset.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2012082710000037] RE : test12;
[Mon Aug 27 13:13:51 2012][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2012082710000037] (TicketID=81, ArticleID=229) to 'Triaset Test <kksuen@hotmail.com>'.

I don't see anything wrong here, with/without setting the agent notification also getting the same logs. any advice?

[crythias]

I don't see anything wrong here, with/without setting the agent notification also getting the same logs. any advice?

The system email address of the queue apparently (?) can't send to the customer. Maybe, but I don't know why kksuen@hotmail.com will get two messages.

It may be DNS or other issues, but it's not able to be troubleshooted further from this log.

is it advisable to upgrade to 3.1 and is there any issues if i upgrade via package manager.

You can't upgrade to 3.1 via package manager. You'll need to read UPGRADING and follow instructions.