Agents do not receive email notifications

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chisco2708
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Real Name: Francisco
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Agents do not receive email notifications

Post by chisco2708 »

Good afternoon, please if you can help me because I'm going crazy. I already applied several solutions and it does not work for me

A few weeks ago install OTRS 5.0.21 on Ubuntu 16.04.2 LTS with MySQL

Everything is working perfectly, even emails to new ticket customers, etc. they arrive normally, so the IMAP and SMPT settings are correct

What happens is that the agents do not get any kind of notification by mail, they do not get mail if a new ticket is created, if they are assigned a ticket, in short, they do not receive any type of mail

What has been done is as follows

- Change default mail otrs @ localhost
- Enter the profile of each agent and enable the queue to which it corresponds, and enable notifications
-Ticket :: EventModulePost ### 500-NotificationEvent is enabled
-AgentSelfNotifyOnAction is set to "YES"
jojo
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Re: Agents do not receive email notifications

Post by jojo »

check the logs of OTRS and of the mailserver
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chisco2708
Znuny newbie
Posts: 9
Joined: 27 Jul 2017, 20:29
Znuny Version: 5.0.22
Real Name: Francisco
Company: Costa Rica Canada

Re: Agents do not receive email notifications

Post by chisco2708 »

Can you guide me where I can see these two reports please?
jojo
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Re: Agents do not receive email notifications

Post by jojo »

a) on the OTRS server (check your syslog settings, the sysadmin will support you)
b) on the mail server (the sysadmin will support you)

Please also check the history of the ticket if the notification was sent.
"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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chisco2708
Znuny newbie
Posts: 9
Joined: 27 Jul 2017, 20:29
Znuny Version: 5.0.22
Real Name: Francisco
Company: Costa Rica Canada

Re: Agents do not receive email notifications

Post by chisco2708 »

I already have the SMTP server logs. Could you tell me on the OTRS server if it is one of these files that you need to review?

If it is not, could you give me the file name please, since it is my first time with OTRS and I do not know where the logs are stored?

Image
jojo
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Re: Agents do not receive email notifications

Post by jojo »

did you check your syslog? (I will not review your logfiles, this has to be done by yourself or your admin).
"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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chisco2708
Znuny newbie
Posts: 9
Joined: 27 Jul 2017, 20:29
Znuny Version: 5.0.22
Real Name: Francisco
Company: Costa Rica Canada

Re: Agents do not receive email notifications

Post by chisco2708 »

Okay thanks, what happens is that I'm going to manage the other, I'm implementing it in my company, and I do not know anything about it, everything I've done has been with the tutorials on the internet.

As I said the SMTP server does not give any error, including the client if the email arrives that the ticket was created.
Also test from ADMIN :: ADMINISTRATOR NOTIFICATION, and send a test mail, both to the test user you create, and to the queue, and in both cases arrived correctly.

I think it should be some configuration that I did not do, because everything works perfectly except that the agents do not get any kind of notification or warning of anything, with any of the actions of the tickets, and it is not really like checking the logs of the OTRS, as I tell you, I'm new to the subject.

Thanks for the answers, good afternoon.
jojo
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Re: Agents do not receive email notifications

Post by jojo »

To operate OTRS good Linux operational know how is needed, which includes Database, MTA, Webserver and Networking Know How.

As there are some ways to send mails (you did not tell which is used) and miss to check basic linux logfile and the history I can not help you on this issue.

Also I strongly advise to check for professional services to setup and operate your OTRS system
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
chisco2708
Znuny newbie
Posts: 9
Joined: 27 Jul 2017, 20:29
Znuny Version: 5.0.22
Real Name: Francisco
Company: Costa Rica Canada

Re: Agents do not receive email notifications

Post by chisco2708 »

jojo
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Re: Agents do not receive email notifications

Post by jojo »

What part of "client does not have permissions to send as this sender" is not understood?
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
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