Event Notifications not sending out

[PeterB]

Hi all,

I've set up an Event Based Notification according to the following:

Implementation

This is done in the Admin, Notification (Event) section:
Add a new Notification [Add]
Edit (Change):
Name: Close Ticket Notification
Recipient: <my OTRS user>
Event: TicketStateUpdate
State: closed successful and closed unsuccessful
Subject: Closed (<OTRS_TICKET_Title[100]>)
Text:
This ticket <OTRS_TICKET_Title[100]> has been closed.

Please don't reply to this message unless for some reason you do not feel this ticket needs to be closed.

You can track your ticket here:
<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_TicketID>

Valid: Valid

However, I do not receive any event based notifications. I do receive the automatic notifications when a new ticket is created so I'm sure the smtp settings are right.

What am I missing?

[crythias]

check the logs.

[PeterB]

Nothing in the sys.log other than the usual. I do see the loggings for the normal notifications, not for the event based ones.

[crythias]

Beats me, but it is intended/best practices for OTRS that the agent closes the ticket with a reply in order to communicate with the customer.

[PeterB]

True enough, however, after some testing, the underlying problem seems to prevent any Event Notifications from being sent.

[crythias]

Do you know if the notification event is triggered?

[PeterB]

No, and I'm not sure where and how I can find out?

[crythias]

Who is the recipient? Specific? OTRS? Agent? Customer?

Works for me:

Admin, System Log:
Sent email to 'some email' from 'OTRS System <otrs@localhost>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2012070710000013] SUBJECT HERE;
Sent customer 'dfsd' notification to 'email address'.