Re: [otrs] New ticket notification email to multiple agents
Hi Erik, Agents control via their own preferences on what events they receive notifications, and for what queues they are subscribed to notifications. Administrators can also modify these values under Admin Users. Please look into this. The Event based notifications Hugh described are very powerful (and available in 2.4 as well) but are not used for the regular Hey, you have a new ticket - type of notifications. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden T: 071 8200 255 F: 071 8200 254 I: http://www.otrs.com OTRS maakt de helpdesk mobiel met de OTRS iPhone App - download gratis: http://www.otrs.com/en/products/iphone-app On Wed, Sep 15, 2010 at 1:46 PM, Erik van Ast erik.van@suzohapp.nl wrote: Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can’t find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can’t find any email addresses there… We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website… Kind regards, Erik - 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
Re: [otrs] New ticket notification email to multiple agents
Hi Michiel, That solved the issue! Thanks! Kind regards, Erik -Oorspronkelijk bericht- Van: Michiel Beijen [mailto:michiel.bei...@otrs.com] Verzonden: donderdag 16 september 2010 11:31 Aan: User questions and discussions about OTRS. CC: Erik van Ast Onderwerp: Re: [otrs] New ticket notification email to multiple agents Hi Erik, Agents control via their own preferences on what events they receive notifications, and for what queues they are subscribed to notifications. Administrators can also modify these values under Admin Users. Please look into this. The Event based notifications Hugh described are very powerful (and available in 2.4 as well) but are not used for the regular Hey, you have a new ticket - type of notifications. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden T: 071 8200 255 F: 071 8200 254 I: http://www.otrs.com OTRS maakt de helpdesk mobiel met de OTRS iPhone App - download gratis: http://www.otrs.com/en/products/iphone-app On Wed, Sep 15, 2010 at 1:46 PM, Erik van Ast erik.van@suzohapp.nl wrote: Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can’t find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can’t find any email addresses there… We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website… Kind regards, Erik - 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 __ This email has been scanned by the MessageLabs Email Security System. For more information please visit http://www.messagelabs.com/email __ - 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
Re: [otrs] New ticket notification email to multiple agents
In OTRS 3, you'll see the options here. It's called Notifcations (Event) under the Admin screen. http://OTRS-SERVER/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Change;ID=1 On Wed, Sep 15, 2010 at 11:46 AM, Erik van Ast erik.van@suzohapp.nlwrote: Hi all, I have set up OTRS months ago and everything works really well, but I found out that notification emails created by new tickets are only send to 1 administrator and we have 2. So today I tried to set OTRS up in such a way that those notifications are send to multiple addresses, but I can’t find it. Can anyone help? Can I fill in multiple addresses somewhere or do I need to configure it otherwise? I think the notifications come from the en::Agent::NewTicket notification but I can’t find any email addresses there… We use OTRS 2.4.7 on a OpenSuse 11.2 system en tickets are created both by sending an email to the OTRS system or by creating it on the customers OTRS website… Kind regards, Erik - 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
Re: [otrs] New ticket notification though ticket-state is closed
With event based notifications you can establish that NewTicket notification is sent to Customer only for tickets with State Value of new or open. If closed is one of the State Value for NewTicket you will generate a notification. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com Lars Monsees l.mons...@atlantismedia.de 8/11/2009 9:50 AM Hi, in 2.3 I created a telephone ticket, set a queue, set an agent, and set the state to a closed-state and no notification email was created. Now, with 2.4 I receive a notification email what is quite useless as the ticket is in a closed-state. I searched in the sysconfig for closed but couldńt find anything useful. How do I get the old behaviour back? Lars PS: Why these changes in OTRS that break old behaviour and break settings??? There are several examples as can be seen from my mails =( - 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. -- - 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/
RE: [otrs] New Ticket Notification
Hello, I had the same problem. When I moved the otrs user to USERS Group, I started to receive the notifications. Please move the user to USERS group. Regards, Aysel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jared Alewine Sent: Friday, January 25, 2008 8:23 PM To: otrs@otrs.org Subject: [otrs] New Ticket Notification I am not receiving new ticket emails from customers. I have verified that the queue is in My Queues and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Thanks Jared ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New Ticket Notification
Dear Jared, I am not receiving new ticket emails from customers. I have verified that the queue is in My Queues and that I have the option to receive these emails is on in my preferences. Are there any other options I should check? I do get emails when the ticket is moved and I get some emails when new tickets are entered by agents, but I don't get any when the ticket is entered by a customer. Any help is greatly appreciated. Are the tickets where you do not receive emails web requests or email requeust or both. If the tickets are web requeusts, and if you have customer group support active, then this is a bug: http://bugs.otrs.org/show_bug.cgi?id=977 -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann signature.asc Description: OpenPGP digital signature ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New Ticket Notification
Hi Emily, [Notice][Kernel::System::Notification::NotificationGet], I'm not receiving any notification emails when a new ticket gets issued, would this have anything to do with it? Yes it does. [Thu Jun 14 12:20:41 2007][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and bg, try it again with en! My guess is that the user who should get the notification has set 'bg' (Bulgarian?) as preferred language in her/his preferences. OTRS tries to send the notification in this language. It looks in the database table 'notifications' to get the corresponding text. If it does not find an entry with 'bg' in column 'notification_language' it prints the aforementioned message. If that turns out to be the reason, you have to * create a notification template for language 'bg' OR * change the language setting of the affected agent [Thu Jun 14 12:00:02 2007][Error][C:/OTRS/otrs/bin/GenericAgent.pl][100] Module 'Kernel::Config::GenericAgent' not found! Navigate to C:\OTRS\otrs\Kernel\Config where you will find these files (among others): * GenericAgent.pm.dist * GenericAgent.pm.examples Copy e.g. 'GenericAgent.pm.dist' to 'GenericAgent.pm' and voila, OTRS will find the desired module. That should fix the errors in the log. You can verify whether this works by executing manually: C:\OTRS\otrs\binperl GenericAgent.pl If this comes back with no errors it should work. Maybe you can try it before setting up 'GenericAgent.pm' to see the difference. HTH Tobias -- Chaos. Panic. Disorder. My work here is done. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New ticket notification informations
Hi Kevin, On Wed, Apr 11, 2007 at 05:26:13PM +0300, Kevin Stevenard wrote: I'm a new user of OTRS, it's really flexible and it feets perfectly to my needs, Fine :). I have only one problem, I don't know if it's a mistake from me or if i want a function which doesn't exist. I have selected all queue as my custom queue and had selected yes to receive notification on new ticket. but i don't receive any mail when tickets are created under the webpage and i receive mail when requests are sent by mail. did i forgot something? No. The normal behaviour is that also new ticket notifications are send out if a ticket is created via the customer panel. But the problem you are describing allread had some user before. Unfortunatly we were not able to reproduce it on our test systems, so we do not know the reason :(. I'm running OTRS 2.1.6 version, on debian testing and i'm using sendmail to send notification I use the same setup and notifications are send out. Do you something strange in your logs? -- Christian ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftsführer: André Mindermann, Martin Edenhofer Handelsregister: HRB 9452 Bad Homburg Steuernummer: 003/240/97521 signature.asc Description: Digital signature ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New ticket notification in cell phone as SMS
I do have a new requirement with otrs. I would like to send a SMS to an agent's cellphone when a new ticket is delivered to his queue. I dont know whether it is possible with OTRS 2.0.4. Does anybody go across with same requirement. Please help It is very simple. version 1: Plug any mobile phone to OTRS server, and install email2sms gateway software. version 2: Ask your mobile phone provider, is there any service? -- Valkai Jozsef +36 70 36 28 147 [EMAIL PROTECTED] lat:N 47° lon:E 19° ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] New Ticket Notification
Title: Re: [otrs] New Ticket Notification They need to select/highlight the queue in their profile :) On 8/25/06 11:25 AM, Joe Fusco [EMAIL PROTECTED] wrote: How do I enable new ticket notification for an agent? Ive tried selecting YES on the new ticket and move ticket options but they dont seem to work. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: [EMAIL PROTECTED] Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/ -- ___ 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] New ticket notification
Title: Message Hi all, Sorry I should have been more specific. The auto-responses that go out to the user. I have checked the auto-responses, and auto-responses - queue, there is a response called default reply which is associated with the queue and is set to auto-reply. The agent notifications work great, and user notifications of state changes (the only one I set on) works too. Cheers Nic From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tyler Hepworth Sent: Tuesday, May 18, 2004 5:56 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -Original Message- From: Nic Laschinger [mailto:[EMAIL PROTECTED] Sent: Tuesday, May 18, 2004 7:54 AM To: [EMAIL PROTECTED] Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] New ticket notification
Title: Message Next question. New ticket being created how? Auto-responses only go out to new tickets being created via email. Also check that your auto-response is associated with the proper queue. It has to be associated with the queue that receives the initial ticket from the system. Once a ticket has been created, moving it around to different queues (even if it has state new) will not trigger additional auto-responses. Not sure what else to say. It should work just fine according to your description of how you set it up. Tyler -Original Message-From: Nic Laschinger [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 19, 2004 1:16 AMTo: 'User questions and discussions about OTRS.'Subject: RE: [otrs] New ticket notification Hi all, Sorry I should have been more specific. The auto-responses that go out to the user. I have checked the auto-responses, and auto-responses - queue, there is a response called default reply which is associated with the queue and is set to auto-reply. The agent notifications work great, and user notifications of state changes (the only one I set on) works too. Cheers Nic From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tyler HepworthSent: Tuesday, May 18, 2004 5:56 PMTo: 'User questions and discussions about OTRS.'Subject: RE: [otrs] New ticket notification Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -Original Message-From: Nic Laschinger [mailto:[EMAIL PROTECTED] Sent: Tuesday, May 18, 2004 7:54 AMTo: [EMAIL PROTECTED]Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] New ticket notification
Title: Message Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -Original Message-From: Nic Laschinger [mailto:[EMAIL PROTECTED] Sent: Tuesday, May 18, 2004 7:54 AMTo: [EMAIL PROTECTED]Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic ___ 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 Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] new ticket notification problems
Hi Sean, On Wed, Aug 20, 2003 at 04:48:48PM -0400, Sean Ellicott wrote: I have installed OTRS 1.13 on a new redhat 9 installation everything seems to be working correctly except the new ticket notification emails. they are only being sent to one person weather they are part of the group assigned to the queue or not. it is user ID 2 the first user i created does anybody have any ideas? Maybe this part helps you: -= http://doc.otrs.org/1.1/html/system-notification.html#SYSTEM-NOTIFICATION-AGENT Normally the new ticket notification is working fine, please check it again. Martin -- Martin Edenhofer - martin at edenhofer.de - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl ___ 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
