Upgrade 3.0.8 to 3.1.12-Close Ticket notification not workin

[MStraet]

Hello,

Today I upgraded my OTRS from 3.0.8 to 3.1.12 on a Centos 5.9. Everything seems to be working. People can mail to our Helpdesk and the tickets are created. Replies are working too but when I close a ticket my customers do not get a notification.

I have setup this in the past:
http://wiki.otterhub.org/index.php?titl ... has_closed

I already removed it and remade it to see if it works but no luck. Everytime I close a ticket not notification is sent to the users. What could be the problem?

Kind regards,

Michael

[crythias]

First, the above is an ugly hack to something that shouldn't be necessary (you should respond/reply to your customers that you're closing the ticket. Be human, or don't annoy them with something that could result in the ticket being reopened, for instance, because they reply "Thank you".)
Second, check if the notification event job is set to invalid and if there are any logs/indications that the event is firing in the OTRS log or ticket history.
Third post a relevant screenshot of the Notification Event config.

[MStraet]

First, the above is an ugly hack to something that shouldn't be necessary (you should respond/reply to your customers that you're closing the ticket. Be human, or don't annoy them with something that could result in the ticket being reopened, for instance, because they reply "Thank you".)
Second, check if the notification event job is set to invalid and if there are any logs/indications that the event is firing in the OTRS log or ticket history.
Third post a relevant screenshot of the Notification Event config.

Thank you for your answer:

Well my OTRS is in Dutch I hope you understand

Wed Feb 27 15:40:03 2013 error OTRS-otrs.GenericAgent.pl-10 Attention: Can't run GenericAgent Job 'Approvals' because no search attributes are used!.
Wed Feb 27 15:40:03 2013 notice OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Approvals' from db.
Wed Feb 27 15:30:43 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 POP3: Fetched 1 email(s) from xxx\helpdesk.it/ssmtp.xxx.local.
Wed Feb 27 15:30:43 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 FollowUp Article to Ticket [2013022710000206] created (TicketID=14278, ArticleID=123021). ,
Wed Feb 27 15:30:43 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent auto response (SendAutoFollowUp) for Ticket [2013022710000206] (TicketID=14278, ArticleID=123022) to 'xxx Michael <michael.xxx@xxx.be>'.
Wed Feb 27 15:30:43 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent email to 'xxx Michael <michael.xxx@xxx.be>' from 'Helpdesk IT <helpdesk@xxx.be>'. HistoryType => SendAutoFollowUp, Subject => [Ticket#2013022710000206] RE: Test Ticket;
Wed Feb 27 15:30:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 POP3: Fetched 1 email(s) from xxx\helpdesk.it/ssmtp.xxx.local.
Wed Feb 27 15:30:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent auto response (SendAutoReply) for Ticket [2013022710000206] (TicketID=14278, ArticleID=123020) to 'xxx Michael <michael.xxx@xxx.be>'.
Wed Feb 27 15:30:03 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent email to 'xxx Michael <michael.xxx@xxx.be>' from 'Helpdesk IT <helpdesk@xxx.be>'. HistoryType => SendAutoReply, Subject => [Ticket#2013022710000206] RE: Test Ticket;
Wed Feb 27 15:30:02 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [2013022710000206/Test Ticket] created (TicketID=14278,Queue=Technical IT,Priority=3 normal,State=new)
Wed Feb 27 15:30:02 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Take UserCustomerID (michael.xxx@xxx.be) from customer source backend based on (michael.xxx@xxx.be).
Wed Feb 27 15:30:02 2013 notice OTRS-otrs.PostMasterMailbox.pl-10 Take UserLogin (u0644) from customer source backend based on (michael.xxx@xx.be).


The type is set to valid and there is a screenshot in the attachment.

[crythias]

Those logs don't indicate anything happening with closing a ticket, just opening them. (and an error in a GenericAgent job, which isn't the same problem).

[MStraet]

Those logs don't indicate anything happening with closing a ticket, just opening them. (and an error in a GenericAgent job, which isn't the same problem).

I can live without the no ticket notification but at the moment I got a bigger problem!

All my tickets disappeared

See the attachment. Yet If I click in the upper left corner on my locked tickets I can see them. What can be the problem?

[crythias]

I assume Nieuwe means New, which means tickets of state New. When a ticket changes state from New (open, for instance, when replied to), this would remove them from New dashlet.

I can't really give you a good answer on the open tickets UNLESS you have states for tickets that are locked and not of StateType=open; AND you are not a member of groups where other tickets exist.

[MStraet]

Yes but I had several tickets that I owned as you can see left upper corner yet they didn't show up for my "All tickets".

Anyways I just recovered everything from a backup and reverted to 3.0.8 because I didn't have the time to find out what the problem was. Maybe in the future I'll retry to upgrade to 3.1.x but not now.

Thank you anyways!

[kcpr01]

Hi,

I justed started using OTRS and also wanted to use an Notification - Event for informing customers about closed tickets. Like MStraet I set it up following the link: http://wiki.otterhub.org/index.php?titl ... has_closed. When I close a tickets I don't even see my predefined text. There is nothing loggeg in the Log-File what means that I can't investigate the failure.

I'm running OTRS 3.1.12 on Windows Server 2008 R2 (mandatory in my company). Could there be something wrong in this version of OTRS? As I understand MStraet it worked with OTRS 3.0.8 in his case.

Best regards

[ahkal]

try this:
viewtopic.php?f=62&t=19793&p=78138#p78138