Hi everyone,
I previously made a post for a similar issue but this is slightly
different now (fixed an issue I thought was connected to this but wasn't)
Here is my situation, OTRS:
* 2.4.1 is installed
* Has been configured with an agent (myself)
* Has no customers yet (waiting to implement LDAP functionality)
* Has been set up to receive e-mails (supp...@mydomain.com) to queue
"raw"
o Once received e-mails, a notification is sent to an agent
(me) sucsessfully
* Can e-mail to external accounts (tested with a dummy customer - my
gmail address- no issues ) I did this via admin notification
* Auto notification <-> Queue's have been set up (including queue "raw")
* *However*, the originator of the e-mail (my hotmail account)
doesn't get notified there's a new ticket. The process is like so:
1. User e-mails supp...@mydomain.com
2. About 10mins later the respective agent gets notified of the new
ticket
3. No notification is given to the user
4. Agent closes ticket
5. No notification is given to the user.
I have ensured that no mail filter/spam filter has blocked the messages.
There *doesn't seem to be* *any calls or reference to*
[Notice][Kernel::System::Ticket::Article::SendAutoResponse]
Log from my OTRS Server:
[Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::TicketCreate]
New Ticket [2009072810000071/supp...@mydomain] created
(TicketID=38,Queue=Raw,Priority=3 normal,State=new)
[Tue Jul 28 22:45:44
2009][Notice][Kernel::System::Notification::NotificationGet] Can't find
notification for Agent::NewTicket and en_GB, try it again with en!
[Tue Jul 28 22:45:44
2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification]
Sent agent 'NewTicket' notification to 'david.hol...@domain.com'.
[Tue Jul 28 22:45:44
2009][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1
email(s) from domain\username /mailserver.
As an Agent I receive the notifcation, but the originator of the e-mail
doesn't.
I would /really/ appreciate any help anyone can offer, and this is
preventing me from implementing this in my workplace
Thanks,
David
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