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 >
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