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Hello,
Rui Lopes wrote:
> I'm installing OTRS for the first time (using 2.2.0rc1), and so far its
> been a nice experience!
>
> I have a question, though... How can I receive notifications (an email)
> when a ticket (either by email, or custumer.pl) is created or when a
> customer sends a follow up?
>
> I though this was a matter of setting the following user preferences to
> "Yes":
>
> New ticket notification
> Follow up notification
>
> But it didn't do the trick, what I'm missing?
>
> I see no errors on the log, so I'm a bit loss here.
OK, I've selected the queues I wanted to receive notifications for, but
its not working.
I traced this to something that does not seem to be right. Here is the
approximate call stack:
Kernel/System/Ticket/Article.pm:ArticleCreate()
Kernel/System/Ticket/Article.pm:SendAgentNotification()
Kernel/System/Ticket.pm:GetSubscribedUserIDsByQueueID()
Kernel/System/Ticket.pm:Kernel::System::CustomerGroup::GroupMemberList()
where this SQL is executed:
SELECT g.id, g.name, gu.permission_key, gu.permission_value, gu.user_id
FROM groups g, group_customer_user gu WHERE g.valid_id IN ( 1 ) AND
g.id = gu.group_id AND gu.permission_value = 1 AND
gu.permission_key IN ('ro', 'rw') AND gu.user_id = '2'
That last bit seems wrong, because the group_customer_user.user_id is a
string and not a number... so it allays returns an empty set; this
seems to be a bug, though, I can't seem to nail it down :-(
Can you guys help me out?
I really need this working, because without email notifications, I
cannot use OTRS :-(
TIA!
Best regards,
Rui Lopes
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