Ticket follow-up notification error

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TDV
Znuny newbie
Posts: 8
Joined: 27 Apr 2017, 17:51
Znuny Version: 6.0.6

Ticket follow-up notification error

Post by TDV »

Hi

I set up and tested OTRS notifications and found problem with agents notifications:

I set up such workflow:

When agent completes a task, he puts ticket in pending auto close+ state.
Then e-mail notification is sent to customer.
If customer wants to re-open ticket and replies to this e-mail there are no "ticket follow-up notification" sent to agent.
But "ticket follow-up notification" is set up and enabled.

It turned out that problem in OTRS Tag:
<OTRS_CUSTOMER_BODY[30]>

When it is removed notifications are sending to agents.

There are such errors in logs when tag is enabled:
"Ticket follow-up notification (locked) notification could not be sent to agent agent@domain.com"
"Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!"

I enabled SMTP debug (in SMTP.pm) but couldn't find any detaled information about this error.

What can cause such problem?
OTRS 5.0.16
root
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Re: Ticket follow-up notification error

Post by root »

Are all agents affected or only a specific one?
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TDV
Znuny newbie
Posts: 8
Joined: 27 Apr 2017, 17:51
Znuny Version: 6.0.6

Re: Ticket follow-up notification error

Post by TDV »

Hi

All agents affected.

I made some tests and it looks like that problem in cyrillic symbols in notifications (we use russian user interface in OTRS) - when there are cyrillic symbols above some treshhold - notifications are not sending.
But there is no such problem when i use english language.
OTRS 5.0.16
TDV
Znuny newbie
Posts: 8
Joined: 27 Apr 2017, 17:51
Znuny Version: 6.0.6

Re: Ticket follow-up notification error

Post by TDV »

Hi
TDV wrote: it looks like that problem in cyrillic symbols in notifications (we use russian user interface in OTRS) - when there are cyrillic symbols above some treshhold - notifications are not sending.
But there is no such problem when i use english language.
Is it a bug in OTRS or maybe misconfiguration?
OTRS 5.0.16
TDV
Znuny newbie
Posts: 8
Joined: 27 Apr 2017, 17:51
Znuny Version: 6.0.6

Re: Ticket follow-up notification error

Post by TDV »

Hi

This is not only agents notifications problem but customers notifications too.
When message body (in customer email or in agent response) is above some treshhold - notifications are not sending:



[Thu May 11 12:51:38 2017] -e: Net::SMTP::_SSL: Net::Cmd::_is_closed(): unexpected EOF on command channel: at /opt/otrs/Kernel/System/Email/SMTP.pm line 176.

>> Can't write /var/log/otrs/otrs.log.2017-05: Permission denied <<

ERROR: OTRS-CGI-01 Perl: 5.22.1 OS: linux Time: Thu May 11 12:51:38 2017

Message: Impossible to send message to: "Customer_Name@domain.com"

RemoteAddress: 172.16.6.137
RequestURI: /otrs/index.pl

Traceback (53513):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2270
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::Email::SendNotification Line: 278
Module: Kernel::System::Ticket::Event::NotificationEvent::_SendRecipientNotification Line: 1025
Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 311
Module: Kernel::System::EventHandler::EventHandler Line: 227
Module: Kernel::System::EventHandler::EventHandlerTransaction Line: 267
Module: Kernel::System::ObjectManager::ObjectsDiscard Line: 368
Module: Kernel::System::ObjectManager::DESTROY Line: 549
Module: (eval) (v1.99) Line: 207
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v1.99) Line: 207
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
OTRS 5.0.16
jojo
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Re: Ticket follow-up notification error

Post by jojo »

>> Can't write /var/log/otrs/otrs.log.2017-05: Permission denied <<
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
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TDV
Znuny newbie
Posts: 8
Joined: 27 Apr 2017, 17:51
Znuny Version: 6.0.6

Re: Ticket follow-up notification error

Post by TDV »

Hi, jojo

How is this error connected with notification sendind error?
As I wrote: If message body is not big - notification are sending without problems.

By the way Otrs can write logs to /var/log/otrs/otrs.log.2017-05
OTRS 5.0.16
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