Have you solved this? Take a look in SysConfig at AgentSelfNotifyOnAction and take care not to trigger it.
On Mon, Dec 16, 2013 at 4:45 PM, Bohdan Hutkovskyy <dude9...@gmail.com>wrote: > Hello, > > I have recently installed and configured OTRS 3.3.3 & ITSM 3.3.3 on > Windows machine. Everything works just fine. However, I am having an issue > with agent notification on a new ticket coming to a queue and wanted to ask > you guys for help. Currently I am testing otrs and I have setup a queue > "HelpDesk". Postmaster mail has been configured so that each incoming email > is fetched and automatically placed to that queue. Now I have an agent > configured, which has selected "HelpDesk" in "my queue" box. Also, > notification on a new ticket has been set to "yes". In result, when each > ticket comes, an agent must be notified but for some reason no notification > is sentt. Also, I noticed that when I create a ticket within a customer > web page (not sending an email), an agent does get notified. When I send an > email to a helpdesk, no notification email is sent. > > FYI, the mail address and the agent's email are different. Also I thought > if the agent sends the email to otrs, perhaps he wouldn't receive a > notification email since it is the same email address for customer and an > agent. So basically there are 3 different emails in this scenario: Agent#1 > OTRS email (helpdesk) and random email that sends a ticket to otrs. > > > Here is the log info: > > Ticket submitted via email: > > [Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New > Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT > Helpdesk,Priority=3 normal,State=new) > [Fri Dec 13 09:24:05 > 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to > 'Customer <customer@######>' from 'IT Help Desk <ithelpdesk@#######>'. > HistoryType => SendAutoReply, Subject => [Ticket#2013121310000035] RE: > Notification Test; -->> which I assume is an auto response automatically > sent back > [Fri Dec 13 09:24:05 > 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto > response (SendAutoReply) for Ticket [2013121310000035] (TicketID=70, > ArticleID=144) to ''Customer <customer@######>'. > [Fri Dec 13 09:24:05 2013][Info][Kernel::System::MailAccount::POP3::Fetch] > POP3S: Fetched 1 email(s) from host. > > *As you can see, there is no agent notification being sent....* > > Here is a log enty when ticket was submitted via web interface > > [Fri Dec 13 09:05:59 2013][Info][Kernel::System::Ticket::TicketCreate] New > Ticket [2013121310000017/Notification Te] created (TicketID=68,Queue=IT > Helpdesk,Priority=3 normal,State=new) > [Fri Dec 13 09:06:00 > 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to > '"Customer" <Customer@####>' from 'IT Help Desk <ithelpdesk@#######>>'. > HistoryType => SendAutoReply, Subject => [Ticket#2013121310000017] RE: > Notification Test; > [Fri Dec 13 09:06:00 > 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto > response (SendAutoReply) for Ticket [2013121310000017] (TicketID=68, > ArticleID=140) to '""Customer" <Customer@####>'. > *[Fri Dec 13 09:06:00 > 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent > agent 'NewTicket' notification to 'agent@####'.* > > Here you can see a log entry saying that notification was sent... > > It seems weird....is it a bug or something? Please help me out > > > Thanks! > > > > > -- > Best Regards, > Bohdan Hutkovskyy > > --------------------------------------------------------------------- > 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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