New Ticket Update Alerts

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sweeny_here
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New Ticket Update Alerts

Post by sweeny_here »

The question - how to send an agent alert for when a client email update occurs for a new ticket?

I would like to send an automatic alert to all the agents which are assigned to the clients queue.

In the events configuration, the following configs were tried, but sends an alert when ever a new article is created, including notes, agent replies to client. The alert should only fire when the client updates the ticket via email.
  • Recipient Agents - agents selected
    Event - ArticleCreate
    State - New
    Queue - client queue selected
    Article Type - email-external
Any ideas or pointers would be much appreciated.
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Re: New Ticket Update Alerts

Post by crythias »

That's a preference for the agent. There is no need to create such a notification (Event).
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cbravo
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Re: New Ticket Update Alerts

Post by cbravo »

crythias wrote:That's a preference for the agent. There is no need to create such a notification (Event).
I was looking for the same thing. Do you mean that I should change "Ticket follow up notification" to yes for the agent preferences so they can get an email everytime a customer replies to a ticket?
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crythias
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Re: New Ticket Update Alerts

Post by crythias »

Yes, but that will only apply to tickets that are owned by the agent, and/or the queues that are selected/highlighted in the Agent's My Queues.
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Re: New Ticket Update Alerts

Post by cbravo »

crythias wrote:Yes, but that will only apply to tickets that are owned by the agent, and/or the queues that are selected/highlighted in the Agent's My Queues.
Exactly. Appreciate it.

Greetings,
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sweeny_here
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Re: New Ticket Update Alerts

Post by sweeny_here »

Thanks for all the replies - however - the question still stands.

Is there a way to send an automatic alert to all agents assigned to a queue, for when a client email update arrives?
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Re: New Ticket Update Alerts

Post by crythias »

By default, if the ticket isn't locked, and the agents have the preference set, that's what happens. If the ticket is locked, then if the owner who has it locked has the notification preferences enabled, only the locked owner will get notification.
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Re: New Ticket Update Alerts

Post by Kitty »

crythias wrote:Yes, but that will only apply to tickets that are owned by the agent, and/or the queues that are selected/highlighted in the Agent's My Queues.
I did exactly this.
New ticket notification: Yes
My Queues: Highlighted all of them

Still I get no mail when a new ticket was created. What am I doing wrong?

Plus, I get this message for 4 Agents:
Can't send message: 550Start mail input; end with <CRLF>.<CRLF>
For one Agent there is no Error message. But he didn't received an email.
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crythias
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Re: New Ticket Update Alerts

Post by crythias »

You probably have at least one other error message in System Log (what is it?) that indicates the problem.

My guess is that you're sending as a user (email address) that isn't allowed for the SMTP account you're authenticated to.
This happens with gmail in particular. You should make sure all send-from email addresses are authorized for the SMTP account you're using.
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Re: New Ticket Update Alerts

Post by Kitty »

I don't have another error message. Just this one. Four times.
Fri Aug 26 16:56:21 2011 info OTRS-CGI-10 Error sending message
Fri Aug 26 16:56:21 2011 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF>
Fri Aug 26 16:56:20 2011 notice OTRS-CGI-10 Sent agent 'Neues Ticket' notification to 'someone@somewhere.com'.
We are 5 agents, we all have the same email domain. Its a microsoft exchange server.

We don't use gmail
Thats all I know. For more information I would have to ask my colleges abroad. But what exactly should I asked them? :)
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crythias
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Re: New Ticket Update Alerts

Post by crythias »

It's not the recipient. It's the sender.
1) what email address is the sender?
2) What SMTP configuration are you using to send?
3) Otherwise, what other SMTP methods can you be allowed to use?
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Re: New Ticket Update Alerts

Post by Kitty »

crythias wrote:It's not the recipient. It's the sender.
1) what email address is the sender?
It's basically the same email adress the agents have. We all have Name@Company.com, the sender email adress is Ticket@Company.com
crythias wrote:2) What SMTP configuration are you using to send?
I use SMTP, port 25. I asked my college, he said we use SMTP with SSL, but still port 25. If I change the settings to SMTPS and port 465 we cant send out emails at all, same with SMTPS and 25. Now at least we are able to send auto responses to the customer with SMTP and 25.
crythias wrote:3) Otherwise, what other SMTP methods can you be allowed to use?
I am allowed to try whatever I want, but I can't change a thing about the Mailserver or its settings :(
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Re: New Ticket Update Alerts

Post by crythias »

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Re: New Ticket Update Alerts

Post by Kitty »

The thing is, I don't want to send the mails as someone else.

I have an email adress that should be used for that.

And it works for the customers, just not for the agents. It's for both the same email adress.
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Re: New Ticket Update Alerts

Post by crythias »

Problem:

Code: Select all

Fri Aug 26 16:56:21 2011 info OTRS-CGI-10 Error sending message
Fri Aug 26 16:56:21 2011 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF>
Solution:
The send from of the notification is different from the send from of the autoreply.
Edit Config Settings in Framework -> Core

NotificationSenderEmail

Default value: otrs@<OTRS_CONFIG_FQDN>
Specifies the email address that should be used by the application when sending notifications. The email address is used to build the complete display name for the notification master (i.e. "OTRS Notification Master" otrs@your.example.com). You can use the OTRS_CONFIG_FQDN variable as set in your configuation, or choose another email address. Notifications are messages such as en::Customer::QueueUpdate or en::Agent::Move.


This should match
The value in Admin, System Email Addresses Management

If they don't match, you'll get the crlf issue.
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Kitty
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Re: New Ticket Update Alerts

Post by Kitty »

Thank you very much. Now its working. :)
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Re: New Ticket Update Alerts

Post by avinash300 »

Hi, i have done changes to send New ticket update alerts but still not able to receive emails,
pls help
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Re: New Ticket Update Alerts

Post by avillagomez »

Wow, this really works!!!

Thanks for this forum!!!
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Re: New Ticket Update Alerts

Post by gbaxter »

Hello,

I Just installed otrs-5.0.14-02 and everytime i try to send an update or any sort, i.e. message to engineer i get the below message? It also happens when updating the owner and i am starting to give up on OTRS can anyone help?


Can't send message: 550Start mail input; end with <CRLF>.<CRLF>
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Re: New Ticket Update Alerts

Post by iionITNS »

I had the same problem and this post solved it :)
Thank you very much crythias for pointing us to the right place!
Anna
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