Re: [otrs] No Move Notification to Queue Owner
Oke, let's run it from the start: What is set for your agent account in your Preferences: - 'Move notification' is set to Yes? - Your own 'MA' queue is selected under 'My Queues'? - Your 'Language' is set to 'English'? As Admin, check [Queue], your 'MA' Queue: What group is set? Under [Users-Groups], check 'MA'. You have full rights? gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: woensdag 22 april 2009 05:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner Thanks for your response Frans, Answers below Frans Stekelenburg wrote: Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue. ...and apologies for my impatience. :-) But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language? ...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all Just in case: have you restart everything (apache) after change? ...just restarted Apache, and still no go. To test, I created a new email ticket to Raw, then did a move queue to MA. This is all I got in the Syslog: Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from supp...@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'mich...@breakthru.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [200904221014] (TicketID=53, ArticleID=281) to 'Michael Abboud michaelabb...@optusnet.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent email to 'Michael Abboud michaelabb...@optusnet.com.au' from 'Breakthru Support supp...@breakthru.com.au'. HistoryType = SendAutoReply, Subject = [Breakthru#: 200904221014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009 notice OTRS-PMAccount-10 New Ticket [200904221014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new) ...and no notify email still. Kind regards, Frans Stekelenburg NetDialog Service Center Thanks, Michael +31 30 789 3636 www.netdialog.eu -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael - 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/ - 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/ - 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
Re: [otrs] No Move Notification to Queue Owner
Frans Stekelenburg wrote: Oke, let's run it from the start: What is set for your agent account in your Preferences: - 'Move notification' is set to Yes? Yes. - Your own 'MA' queue is selected under 'My Queues'? Yes. - Your 'Language' is set to 'English'? Yes As Admin, check [Queue], your 'MA' Queue: What group is set? users Under [Users-Groups], check 'MA'. You have full rights? There is only users michael and r...@localhost here. User michael has full rights, and also has My Queues values of MA and Raw Thanks again Frans! Michael gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: woensdag 22 april 2009 05:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner Thanks for your response Frans, Answers below Frans Stekelenburg wrote: Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue. ...and apologies for my impatience. :-) But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language? ...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all Just in case: have you restart everything (apache) after change? ...just restarted Apache, and still no go. To test, I created a new email ticket to Raw, then did a move queue to MA. This is all I got in the Syslog: Wed Apr 22 13:38:03 2009notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from supp...@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'mich...@breakthru.com.au'. Wed Apr 22 13:38:03 2009notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [200904221014] (TicketID=53, ArticleID=281) to 'Michael Abboud michaelabb...@optusnet.com.au'. Wed Apr 22 13:38:03 2009notice OTRS-PMAccount-10 Sent email to 'Michael Abboud michaelabb...@optusnet.com.au' from 'Breakthru Support supp...@breakthru.com.au'. HistoryType = SendAutoReply, Subject = [Breakthru#: 200904221014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009notice OTRS-PMAccount-10 New Ticket [200904221014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new) ...and no notify email still. Kind regards, Frans Stekelenburg NetDialog Service Center Thanks, Michael +31 30 789 3636 www.netdialog.eu -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael - 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/ - 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
Re: [otrs] No Move Notification to Queue Owner
Who is the owner before and after the Move? If you are the one moving, and you are the only agent, perhaps the system won't bother notifying about your own work ;-) Create a second agent account and try... gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: woensdag 22 april 2009 09:24 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner Frans Stekelenburg wrote: Oke, let's run it from the start: What is set for your agent account in your Preferences: - 'Move notification' is set to Yes? Yes. - Your own 'MA' queue is selected under 'My Queues'? Yes. - Your 'Language' is set to 'English'? Yes As Admin, check [Queue], your 'MA' Queue: What group is set? users Under [Users-Groups], check 'MA'. You have full rights? There is only users michael and r...@localhost here. User michael has full rights, and also has My Queues values of MA and Raw Thanks again Frans! Michael gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: woensdag 22 april 2009 05:45 To: User questions and discussions about OTRS. Subject: Re: [otrs] No Move Notification to Queue Owner Thanks for your response Frans, Answers below Frans Stekelenburg wrote: Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue. ...and apologies for my impatience. :-) But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language? ...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all Just in case: have you restart everything (apache) after change? ...just restarted Apache, and still no go. To test, I created a new email ticket to Raw, then did a move queue to MA. This is all I got in the Syslog: Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from supp...@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'mich...@breakthru.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [200904221014] (TicketID=53, ArticleID=281) to 'Michael Abboud michaelabb...@optusnet.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent email to 'Michael Abboud michaelabb...@optusnet.com.au' from 'Breakthru Support supp...@breakthru.com.au'. HistoryType = SendAutoReply, Subject = [Breakthru#: 200904221014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009 notice OTRS-PMAccount-10 New Ticket [200904221014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new) ...and no notify email still. Kind regards, Frans Stekelenburg NetDialog Service Center Thanks, Michael +31 30 789 3636 www.netdialog.eu -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael - OTRS mailing list: otrs - Webpage: http
Re: [otrs] No Move Notification to Queue Owner
Hello OTRS, Any takers on what may cause this problem? Any help gratefully accepted... Many thanks, Michael Michael Abboud wrote: Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael - 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/ - 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] No Move Notification to Queue Owner
Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue. But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language? Just in case: have you restart everything (apache) after change? Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009 notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael - 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/ - 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] No Move Notification to Queue Owner
Thanks for your response Frans, Answers below Frans Stekelenburg wrote: Hello Sydney, greetings back from the Netherlands, Europe, where patience is a virtue. ...and apologies for my impatience. :-) But please first explain why you are using .el at all? I guess you have chosen greek as your preferred language? ...it was a mistake on my part. To clarify, all I did was simply modify the el::Agent::Move notification contents, that was all Just in case: have you restart everything (apache) after change? ...just restarted Apache, and still no go. To test, I created a new email ticket to Raw, then did a move queue to MA. This is all I got in the Syslog: Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 POP3: Fetched 1 email(s) from supp...@breakthru.com.au/mail.breakthru.com.au. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'mich...@breakthru.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent auto response (SendAutoReply) for Ticket [200904221014] (TicketID=53, ArticleID=281) to 'Michael Abboud michaelabb...@optusnet.com.au'. Wed Apr 22 13:38:03 2009 notice OTRS-PMAccount-10 Sent email to 'Michael Abboud michaelabb...@optusnet.com.au' from 'Breakthru Support supp...@breakthru.com.au'. HistoryType = SendAutoReply, Subject = [Breakthru#: 200904221014] [Fwd: Re: [otrs] No Move [...]; Wed Apr 22 13:38:02 2009 notice OTRS-PMAccount-10 New Ticket [200904221014/[Fwd: Re: [otrs] created (TicketID=53,Queue=Raw,Priority=3 normal,State=new) ...and no notify email still. Kind regards, Frans Stekelenburg NetDialog Service Center Thanks, Michael +31 30 789 3636 www.netdialog.eu -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michael Abboud Sent: maandag 20 april 2009 13:53 To: otrs@otrs.org Subject: [otrs] No Move Notification to Queue Owner Greetings to the list from Sydney, Australia, This is my first post, so please be patient! I'm running OTRS v2.3.3 on Linuxx Centos v5.2 I do not get notifications when I move tickets from the Raw queue to my own MA queue. Other notifications work fine, such as New Ticket in Raw, Ticket Followup notifies etc. So I'm confident SMTP / mail settings are in order. In the OTRS System Log, I see the following messages: Mon Apr 20 20:09:23 2009notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Mon Apr 20 20:09:17 2009notice OTRS-CGI-10 Can't find notification for Agent::ResponsibleUpdate and el, try it again with en! Mon Apr 20 19:56:55 2009notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! ...and Sat Apr 4 19:21:41 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! Sat Apr 4 19:20:45 2009 notice OTRS-CGI-10 Can't find notification for Agent::Move and el, try it again with en! I have customised the notification messages for the en::Agent::Move and el::Agent::Move locales (not sure why I did it for the el locale, but anyway). I get no notifies. Is there somewhere else I need to check? Many thanks, Michael - 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/ - 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/ - 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/
