On Fri, 17 Aug 2007, [ISO-8859-1] Sébastien Prud'homme wrote:
Don't mix customers and agents. The owner of a ticket is in OTRS the
I'm not. The customer submited a ticket to the queue and got the emails
that were generated because of that. I included the information that the
customer does get email to indicate that the problem is not with the mail
configuration.
For agent notifications, each of them have to configure the
notifications in their preferences (and select the queues in "my
queues"). If i remember you can also set the agent preferences in the
admin interface.
The agent's preference screen, the queue's preference screen, and the
database entry for the agents (all of them) indicate that the agents
should get email when a new ticket is created. The queue (any queue, this
isn't specific to one) does up show in the agent's "My Queues."
The agent's are also setup to get emails if a ticket is moved into their
queue.
In neither of these cases is an email generated.
This is the log output, from the above configuration, that is generated
when a new ticket is created by the customer. The customer is
[EMAIL PROTECTED] No other log output is generated, and no emails are sent
to the agents (any of them).
Aug 17 18:26:32 miami OTRS-CGI-10[20987]:
[Notice][Kernel::System::Ticket::TicketCreate] New Ticket
[2007081710000057/.....] created (TicketID=15,Queue=Sysadmin,Priority=3
normal,State=new)
Aug 17 18:26:32 miami OTRS-CGI-10[20987]:
[Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test
customer <[EMAIL PROTECTED]>' from 'OTRS System <[EMAIL PROTECTED]>'.
HistoryType => SendAutoReply, Subject => [Ticket#2007081710000057] .....;
Aug 17 18:26:32 miami OTRS-CGI-10[20987]:
[Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto
response (SendAutoReply) for Ticket [2007081710000057] (TicketID=15,
ArticleID=31) to 'test customer <[EMAIL PROTECTED]>'.
---
david raistrick http://www.netmeister.org/news/learn2quote.html
[EMAIL PROTECTED] http://www.expita.com/nomime.html
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