It occurred to me to mention that I'm creating tickets as if I were an Agent sitting at a help desk. Are you accepting emails from Customers to generate your tickets? If so, I can't offer any other thoughts - we don't allow that at our installation. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com
>>> Alan McKay <alan.mc...@gmail.com> 8/11/2009 3:30 PM >>> The notices in the history for the ticket coming in are not the same as for going out. Is that normal, or should they be the same? Here is the whole history for a ticket. I got no email when it arrived. But I did get an email when I closed it. NewTicket New Ticket [2009081110000064] created (Q=External Support;P=3 normal;S=new). r...@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: customerid=alan.mc...@gmail.com;customeruser=alan.mc...@gmail.com; r...@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. r...@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is "amckay" (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: "new" New: "closed successful" amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to "Alan McKay <alan.mc...@gmail.com>". amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 On Tue, Aug 11, 2009 at 2:48 PM, Alan McKay<alan.mc...@gmail.com> wrote: > This is interesting. The ticket history shows this, but I did not get > an email for ticket open. But when I close the ticket, I get the > email no problem. > > So what do I have misconfigured??? > > NewTicket > New Ticket [2009081110000046] created (Q=External Support;P=3 normal;S=new). > - > r...@localhost (Admin OTRS) > 11/08/2009 14:35:02 > > CustomerUpdate > Updated: customerid=alan.mc...@gmail.com;customeruser=alan.mc...@gmail.com; > - > r...@localhost (Admin OTRS) > 11/08/2009 14:35:02 > > EmailCustomer > Added email. > x > r...@localhost (Admin OTRS) > 11/08/2009 14:35:02 > > -- > “Don't eat anything you've ever seen advertised on TV” > - Michael Pollan, author of "In Defense of Food" > -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------
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