Can you send any emails from OTRS at all? If not, it could be your
SMTP/sendmail settings? Check out Admin, SysConfig then select "Framework"
under "Group selection" (I think it's normally already selected but...) and
click "Show" (you could do a search here for sendmail if you don't want to see
the whole list, up to you). Over on the right side under "Result:", click on
"Core::Sendmail". Depending on which module you're using (default is
sendmail), it could be a mismatch between either sendmail settings or something
in your SMTP settings don't match settings on your mail server. For instance,
say you're using SMTP in OTRS. If your mail server is set up to require a
sender to have an account and require them to use SMTP AUTH in order to be able
to send email through it (I'd hope you have some kind of open relay prevention
like this in place), you'd need to make sure you select the checkboxes for
"SendmailModule::AuthUser" and "SendmailModule::AuthPassword" and fill in an
appropriate user name and password in those fields respectively. There are
several variables here that could allow/prevent you from sending emails
depending on the environment you're running OTRS in. That's where I'd start if
you can't send any emails at all. If it's just the status notifications that
aren't going out then, hmmm, I don't know. Maybe see if they're coming in to
your mail server and/or being filtered somewhere. If you click the "history"
link in a ticket that you have switched the status on, you should be able to
see everyone that OTRS sent an email to regarding the status change. If you
see that it is sending the emails there, check your mail server logs to see if
the emails ever made it to the server, etc. Beyond that, if your OTRS is just
misfiring on generating/sending the status change notifications for some reason
but you can email anything else from OTRS just fine, some of the coders around
here might have to help you with this one. I'm pretty sure this is not a bug
in OTRS though, mine sends status emails just fine if I turn this setting on.
Brett
________________________________
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Kim
Sent: Saturday, March 15, 2008 3:03 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] how to send email to notify ticket status change
Yes, I have seen that option and already set it to yes
but it still does not seem to be sending any mail.
Any other suggestions?
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