What was the version you upgraded from? What's the big drawback of using an event-based notification? -- Mike
On Wed, Jan 12, 2011 at 8:26 PM, fevin Kagen <fevinka...@gmail.com> wrote: > 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 > > --------------------------------------------------------------------- > 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
