I need to describe the context of the problem before:
We are using OTRS 3.1.2 on Red Hat Linux 5 32 bits.
We have added a new web service to create new tickets with a single operation based on Ticket::TicketCreate controller with simple inbound and outbound mapping.
We have created a Java program which calls this web service operation sending the following XML:
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String xml = "";
xml += "<?xml version='1.0'?>\r\n";
xml += "<SOAP-ENV:Envelope xmlns:SOAP-ENV=\"http://schemas.xmlsoap.org/soap/envelope/\">\r\n";
xml += " <SOAP-ENV:Body>\r\n";
xml += "<CreaNuevoTicket>\r\n";
xml += " <UserLogin>" + usuario + "</UserLogin>\r\n";
xml += " <Password>" + clave + "</Password>\r\n";
xml += " <Ticket>\r\n";
xml += " <Title>" + titulo + "</Title>\r\n";
xml += " <QueueID>" + cola + "</QueueID>\r\n";
xml += " <TypeID>4</TypeID>\r\n";
xml += " <StateID>4</StateID>\r\n";
xml += " <PriorityID>3</PriorityID>\r\n";
xml += " <CustomerUser>" + cliente + "</CustomerUser>\r\n";
xml += " </Ticket>\r\n";
xml += " <Article>\r\n";
xml += " <ArticleTypeID>5</ArticleTypeID>\r\n";
xml += " <SenderTypeID>3</SenderTypeID>\r\n";
xml += " <Charset>utf8</Charset>\r\n";
xml += " <MimeType>text/html</MimeType>\r\n";
xml += " <Subject>" + titulo + "</Subject>\r\n";
xml += " <Body>" + texto + "</Body>\r\n";
xml += " </Article>\r\n";
xml += "</CreaNuevoTicket>\r\n";
xml += " </SOAP-ENV:Body>\r\n";
xml += "</SOAP-ENV:Envelope>\r\n";Now I can describe the problem:
Our problem is that no agent gets a mail notification of the new ticket in the queue. We think they should because if we create in OTRS a new phone ticket in same queue with the same userlogin and password all agents in the queue get a notification.
SYSTEM LOGS:
The system log for the web service call is:
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Wed Jan 23 14:54:04 2013 notice GenericInterfaceProvider-10
User: agent1 (cn=XX,cn=XX,dc=xx,dc=xx) authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx).
Wed Jan 23 14:54:04 2013 notice GenericInterfaceProvider-10
New Ticket [2013012310000091/Webservice noti] created (TicketID=335,Queue=Mi Secretarí@,Priority=3 normal,State=abierto)
Wed Jan 23 14:54:04 2013 notice GenericInterfaceProvider-10
Sent email to 'customer@ual.es' from '"Mi Secretarí@" <NO_responder@ual.es>'. HistoryType => SendCustomerNotification, Subject => [Nº ticket 2013012310000091] Nuevo ticket: Webservice notification test;
Wed Jan 23 14:54:04 2013 notice GenericInterfaceProvider-10
Sent customer 'ARATIES - Apertura Ticket por Usuario' notification to 'customer@ual.es'.And the system log for the new phone ticket menu option:
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Wed Jan 23 15:00:25 2013 notice OTRS-CGI-10
User: agent (cn=xx,cn=xx,dc=xx,dc=xx) authentication ok (REMOTE_ADDR: xxx.xxx.xxx.xxx).
Wed Jan 23 15:01:49 2013 notice OTRS-CGI-10
New Ticket [2013012310000108/Webservice noti] created (TicketID=336,Queue=Mi Secretarí@,Priority=3 normal,State=abierto)
Wed Jan 23 15:01:49 2013 notice OTRS-CGI-10
Sent agent 'NewTicket' notification to 'agent1@ual.es'.
Wed Jan 23 15:01:49 2013 notice OTRS-CGI-10
Sent agent 'NewTicket' notification to 'agent2@ual.es'.
Wed Jan 23 15:01:50 2013 notice OTRS-CGI-10
Sent agent 'NewTicket' notification to 'agent3@ual.es'.
Wed Jan 23 15:01:51 2013 notice OTRS-CGI-10
Sent email to 'customer@ual.es' from '"Mi Secretarí@" <NO_responder@ual.es>'. HistoryType => SendCustomerNotification, Subject => [Nº ticket 2013012310000108] Nuevo ticket: Webservice notification test 2;
Wed Jan 23 15:01:51 2013 notice OTRS-CGI-10
Sent customer 'ARATIES - Apertura Ticket por Usuario' notification to 'customer@ual.es'.TICKET HISTORY
You can also see differences in these tickets' history.
"Webservice" ticket's history:
NewTicket New Ticket [2013012310000091] created (Q=Mi Secretarí@;P=3 normal;S=abierto).
ServiceUpdate Updated Service to NULL (ID=).
SLAUpdate Updated SLA to NULL (ID=).
NewTicket New Ticket [GenericInterface Create] created (Q=;P=;S=).
OwnerUpdate New owner is "autotrs" (ID=52).
SendCustomerNotification Notification sent to "customer@ual.es".
(We wonder why there are two "NewTicket" actions).
"New phone ticket menu option" ticket's history:
NewTicket New Ticket [2013012310000108] created (Q=Mi Secretarí@;P=3 normal;S=abierto).
ServiceUpdate Updated Service to NULL (ID=).
SLAUpdate Updated SLA to NULL (ID=).
CustomerUpdate Updated: CustomerID=jrsanche;CustomerUser=jrsanche;
TicketDynamicFieldUpdate Updated: FieldName=telefono;Value=;
TicketDynamicFieldUpdate Updated: FieldName=titulacion;Value=;
TicketDynamicFieldUpdate Updated: FieldName=programa;Value=;
TicketDynamicFieldUpdate Updated: FieldName=universidadicaro;Value=;
TicketDynamicFieldUpdate Updated: FieldName=edificio;Value=;
TicketDynamicFieldUpdate Updated: FieldName=despacho;Value=;
TicketDynamicFieldUpdate Updated: FieldName=OrganoGobierno;Value=;
TicketDynamicFieldUpdate Updated: FieldName=centro;Value=;
TicketDynamicFieldUpdate Updated: FieldName=departamento;Value=;
TicketDynamicFieldUpdate Updated: FieldName=servicio;Value=;
TicketDynamicFieldUpdate Updated: FieldName=CentroGasto;Value=;
TicketDynamicFieldUpdate Updated: FieldName=CosteMateriales;Value=;
TicketDynamicFieldUpdate Updated: FieldName=TiempoTrabajo;Value=;
TicketDynamicFieldUpdate Updated: FieldName=FechaTerminacion;Value=;
PhoneCallCustomer Customer called us.
SendAgentNotification "NewTicket"-notification sent to "agent1@ual.es".
SendAgentNotification "NewTicket"-notification sent to "agent2@ual.es".
SendAgentNotification "NewTicket"-notification sent to "agent3@ual.es".
OwnerUpdate New owner is "autotrs" (ID=52).
SendCustomerNotification Notification sent to "customer@ual.es".
We do need those agent notifications when a new ticket is created via webservices. Could anyone help us see what is wrong?
Sorry for the length of this message. Thanks in advance.
Regards,
Juan Ramón