Agent not receiving ticket closed email notification

[thankrts]

Hi,

I have installed OTRS 3.2.11 under Ubuntu. As per the Admin manual I 've done the configurations of OTRS for Ubuntu.

I have created two queues for our company - one for IT support and other for Admin support. Agents were assigned to the appropriate queue. There are two Agents for IT queue (Agent1 & Agent2) and one for Admin queue.

Auto response ticket received acknowledgement and ticket closed notification is configured. When a customer raises a ticket to the IT Support, both the Agents receives the new ticket notification. Also the customer receives the acknowledgement email notification.

The problem I'm facing with is, when Agent1 closes the ticket from the customer, email notification stating that ticket is closed is sent to Agent 2 and the customer who raised the ticket. Agent1 doesn't receives email notification of ticket closure. Its vice versa if Agent2 closes the ticket.

Help required in resolving the issue I'm facing with.

Thank you!

[crythias]

when Agent1 closes the ticket from the customer,... Agent1 doesn't receives email notification of ticket closure.

Makes sense. Agent1 shouldn't need notification of something Agent1 should know about, because Agent1 did it.

[thankrts]

But on my previous OTRS 2.x.x installation under Windows, it was configured that both the agents received closure notification. Now its cleared.

Thank you for your time!