Dear Fevin, You might need to configure the SystemMonitoring module to NOT close the ticket on OK messages. Instead you could use a pending auto status so the ticket is closed automatically in x seconds after receiving the OK messages.
This way you should receive a normal follow up notification. Cheers, Nils — Nils Leideck Senior Consultant http://webint.cryptonode.de / a Fractal project On 12.01.2011, at 22:22, fevin Kagen wrote: > It's actually not an upgrade. It's a fresh install. We are actually > abandoning our old system and starting new w/ 3.0.2. > > I supposed I can make it work. It just seems like it worked so well before > and I figured I must be missing something obvious. > > Thanks again for the help. > > On Wed, Jan 12, 2011 at 2:49 PM, Michiel Beijen <michiel.bei...@gmail.com> > wrote: > What was the version you upgraded from? > What's the big drawback of using an event-based notification? > -- > Mike > > On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen <fevinka...@gmail.com> wrote: > > Hi- > > Thanks for the reply. I do have the ticket in one of "My Queues" and I have > > follow ups enabled. If I don't Acknowledge the nagios alert and nagios > > sends a second email, I do get a follow up notification from OTRS. However > > when the nagios alert is changed from WARNING or CRITICAL to OK, a final > > email is sent. This email is received by OTRS and it ultimately closes the > > ticket. What used to happen, is that OTRS would forward me a copy of that > > mail as a "follow up" before closing the ticket. Now, it simply closes the > > ticket without any form of notification. > > > > The issue is that I then have to log into otrs or nagios to see the current > > status of the ticket. In the past I would see the ticket being opened in my > > email and then later closed. > > > > Thanks in advance for any insight you may be able to offer. > > fevin > > > > On Wed, Jan 12, 2011 at 1:30 PM, Michiel Beijen <michiel.bei...@gmail.com> > > wrote: > >> > >> Otrs would only send follow up notifications if the agent has the > >> queue where the ticket is in in his "My Queues" under preferences, and > >> enabled follow up notifications in his preferences as well. > >> > >> Hope this helps, > >> > >> Mike. > >> > >> > >> On Wednesday, January 12, 2011, fevin Kagen <fevinka...@gmail.com> wrote: > >> > Hi- > >> > I've just upgraded to 3.0.4 and everything looks great. I am having one > >> > problem related to my integration with Nagios. In our old system, Nagios > >> > would send a recovery email to otrs when an issue was resolved. This > >> > resulted in a "Follow Up" notification being sent to the agent as well as > >> > the ticket being automaticly closed. In the new system, the ticket is > >> > closed, but no notification is sent. I am able to go into "Notifications > >> > (Events)" and configure a notification for closed tickets, but this is > >> > less > >> > than ideal. Does anyone know why 3.0.4 doesn't send a "Follow Up" > >> > notification on SystemMonitoring recovery mails? Any idea how to make > >> > this > >> > work? > >> > Thanks- > >> > fevin > >> > > >> --------------------------------------------------------------------- > >> 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 > > > > --------------------------------------------------------------------- > > 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 > > > --------------------------------------------------------------------- > 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 > > --------------------------------------------------------------------- > 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
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