RE: RE: RE: [otrs] Notfication email
I've changed the file C:/OTRS/Kernel/System/Web/InterfaceCustomer.pm as like
below:
(plz notice that I have a Window server, if you use linux or unix, the path of
the file will not be C:/OTRS/etc.)
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Change it to:
$Self-{CustomerGroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Cordiali saluti
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-25
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Re: [otrs] Notfication email
Hello,
just for the sake of completeness: You do have the queue in which new tickets
are created selected in 'My Queues' (Preferences panel)? Only then a mail will
be sent.
receive a mail, but I don't. I receive mails if a ticket is altered,
and also an admin notification mail will reach me no problem. It's only
I'm not sure what you mean by 'admin notification' and what the difference to
the mail you expect to receive is.
However, what does the log file say? Does OTRS claim to have sent the desired
mail? May you need to turn the log output's detail level up ($Self-{Debug} =
9;).
Cheers
Tobias
--
Tank: So what do you need? Besides a miracle.
Neo: Guns. Lots of guns.
-- The Matrix
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Re: [otrs] Notfication email
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Emily, Emily Flynn schrieb: I?m having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don?t receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don?t. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It?s only when a new ticket gets issued that I?m not receiving mail, and that?s the most important mail of all! what exactly do you mean by altered. However, there're several notification types in the agent preferences: [New ticket notification] [Move notification] [Follow up notification] [Ticket lock timeout notification] ...have you checked the new notification and the queue is in your My Queues? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVYIwvXo8m5PgoXQRApNRAJ93MMDNXtuCzZMJoKTpl2ex7AZfzACfSRhL zDNBQDdUIjs4ewIDXvhR6P0= =gaJT -END PGP 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] Notfication email
Hi Tobias,
Yes, I have 5 different queues set up, and all are in my queue list in the
preference panel. Another user has the same five queues in their
preferences too and he hasn't received any notification emails either. The
'admin notification' I was referring to was the New Ticket notification
email, and yes I do have that selected as yes in the preferences panel.
I receive mail if a ticket is modified, but not when it is initially
created.
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Tel: +353 1 206 3010
Fax: +353 1 206 3017
www.alliedpensions.com
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Tobias Lütticke
Sent: 24 May 2007 13:00
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notfication email
Hello,
just for the sake of completeness: You do have the queue in which new
tickets
are created selected in 'My Queues' (Preferences panel)? Only then a mail
will
be sent.
receive a mail, but I don't. I receive mails if a ticket is altered,
and also an admin notification mail will reach me no problem. It's only
I'm not sure what you mean by 'admin notification' and what the difference
to
the mail you expect to receive is.
However, what does the log file say? Does OTRS claim to have sent the
desired
mail? May you need to turn the log output's detail level up ($Self-{Debug}
= 9;).
Cheers
Tobias
--
Tank: So what do you need? Besides a miracle.
Neo: Guns. Lots of guns.
-- The Matrix
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RE: [otrs] Notfication email
Hi Torsten, Sorry what I meant about an altered ticket was that I would receive email notification if one of the tickets in my queues had been edited or replied to. The queue is definitely in my queus and the option for a notification email is chosen as yes. Anything else I could be missing?? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: 24 May 2007 13:17 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notfication email -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Emily, Emily Flynn schrieb: I?m having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don?t receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don?t. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It?s only when a new ticket gets issued that I?m not receiving mail, and that?s the most important mail of all! what exactly do you mean by altered. However, there're several notification types in the agent preferences: [New ticket notification] [Move notification] [Follow up notification] [Ticket lock timeout notification] have you checked the new notification and the queue is in your My Queues? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVYIwvXo8m5PgoXQRApNRAJ93MMDNXtuCzZMJoKTpl2ex7AZfzACfSRhL zDNBQDdUIjs4ewIDXvhR6P0= =gaJT -END PGP 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/ ___ 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] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Change it to:
$Self-{CustomerGroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
Im having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I dont receive a notification email. I have the boxed
ticked in the user management console that should make me receive a mail, but I
dont. I receive mails if a ticket is altered, and also an admin notification
mail will reach me no problem. Its only when a new ticket gets issued that
Im not receiving mail, and thats the most important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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RE: [otrs] Notfication email
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Change it to:
$Self-{CustomerGroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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Re: RE: [otrs] Notfication email
Fortunately yes! I've fixed the file manually and now it works.
If i get any other idea in order to help you, i will let you know!
Regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: RE: [otrs] Notfication email
Date: 2007-05-24 - Time: 17.22.54
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self- {GroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
Change it to:
$Self- {CustomerGroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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RE: RE: [otrs] Notfication email
How did you fix it manually??
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 16:34
To: User questions and discussions a
Subject: Re: RE: [otrs] Notfication email
Fortunately yes! I've fixed the file manually and now it works.
If i get any other idea in order to help you, i will let you know!
Regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: RE: [otrs] Notfication email
Date: 2007-05-24 - Time: 17.22.54
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self- {GroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
Change it to:
$Self- {CustomerGroupObject} = Kernel::System::CustomerGroup-
new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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