OTRS sends infinite mails

[dandruf19]

Hello,

I am using OTRS 4.0.7, under Oracle Linux 6.6 under Oracle DB 11gR2

I have been setting up some notifications when agent updates a ticket to send a customer notification email, but for some reason OTRS started sending infinitely mails, so i have restarted OTRS and httpd service but it kept sending, now i killed OTRS, httpd and OTRS scheduler since it wouldn't sto with OTRS, and the mail kept comming(but i realised that it was mail that OTRS sent before 10,15 minutes) so just to be sure i have killed the network on the host too,

The ticket that notification are coming and the customer user that receives notifications are deleted, but it kept sending to the e-mail address even so,

So now I am afraid to start it even again, can someone direct me where should i kill the process so it won't start again after i start OTRS again?

[RStraub]

I would suggest to set the SysConfig option "Sendmail" to "DoNotSendMail". That way, nothing is sent, but you get information about emails that would have been send in the logs.

Next, find the Notification/Cron/GenericAgent/Escalation... that fires that event and delete it, or configure it properly.

I'd guess you have an event that does not listen to events, but fires regularly.

[crythias]

Also, *how* did you configure notification and *why* did you do it on ticket update? Reply/Response is what you should have communicated updates. You shouldn't send notifications, generally, when a note is added.

[dandruf19]

Hi, thanks for your quick response,

I managed to stop it before mail server blocked me, the problem has gone away i had to reboot the host, and still kill some hanging session and a /opt/otrs/var/run/scheduler.pid file that OTRS couldn't delete for permission reasons,

I will explain what have i done to produce that and if you could advise me what to look out for so it wouldn't happen again,

I went to Admin>Notifications(Event) and created a new notification that would notify the customer when an agent updates his ticket, and selected to notify on articeupdate, ticketstateupdate... and a few more and selected it to send notifications to a customer, it was all fine until i changed the state of one of the customers tickets to test the notification and then the OTRS started sending mails without stopping.

I have done that because i thought i should create them so the customers would be notified on update(before that i was getting emails just when a ticket was created) is there a better way?

Thanks in advance !

[RStraub]

Hehe I think OTRS did exactly what you told it to do:

1) You updated the ticket - e.g. added an article
2) Notification triggers and sends an outgoing email which is appended to the ticket
3) Now 1) triggers again -> LOOP!

[crythias]

Customers should only be notified on customer-actionable items and closure.

If you need to communicate with a customer, use a template/response and send it.

Otherwise, the customer does not need to be apprised of items like label changes to tickets. If they do, then create a response to the customer and tell them the thing they need to know.