Agent who created the ticket notification

Moderator: crythias

Post Reply
lis9
OTRS newbie
Posts: 8
Joined: 13 Apr 2017, 11:27
OTRS Version?: 6.0.10
Real Name: Daniel
Company: Komputronik S.A.

Agent who created the ticket notification

Post by lis9 » 13 Sep 2018, 11:57

Hi all!
I want to send a notification to agent who created the ticket. Since version 6 otrs has got such function. Unfortunately adding such option to notification causes no action at all in system. I'm sure otrs passes thru this definition, because when I add an specific agent name, notification will be sended.
Should I turn any additional options in system config to use this "agent who created the ticket" notification?

Best regards!

User avatar
christianclavet
OTRS newbie
Posts: 35
Joined: 27 Aug 2018, 13:50
OTRS Version?: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Agent who created the ticket notification

Post by christianclavet » 13 Sep 2018, 21:11

Hi! It should not. I have set notifications to agent that created the ticket and agents that are subscribed to the queue, and it work well.
Can you check the log and the ticket history?
----------------------------------------------
OTRS Community 6.0.10
Debian 9.0

MariaDB

lis9
OTRS newbie
Posts: 8
Joined: 13 Apr 2017, 11:27
OTRS Version?: 6.0.10
Real Name: Daniel
Company: Komputronik S.A.

Re: Agent who created the ticket notification

Post by lis9 » 14 Sep 2018, 13:57

No signs of malfuncion in communication log. History of ticket looks like the event didn't occured.
I'll try to restart services including httpd at sunday (closest maintenance window).

Thank you very much for testing it for me :)

reneeb
OTRS guru
Posts: 4669
Joined: 13 Mar 2011, 09:54
OTRS Version?: 3.3.x
Company: Perl-Services.de
Contact:

Re: Agent who created the ticket notification

Post by reneeb » 16 Sep 2018, 09:12

The notification won't be sent when the recipient is the agent who triggers the notification...
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

lis9
OTRS newbie
Posts: 8
Joined: 13 Apr 2017, 11:27
OTRS Version?: 6.0.10
Real Name: Daniel
Company: Komputronik S.A.

Re: Agent who created the ticket notification

Post by lis9 » 16 Sep 2018, 13:43

reneeb wrote:
16 Sep 2018, 09:12
The notification won't be sent when the recipient is the agent who triggers the notification...
It's why I'm testing on three different agent acounts
Despite of restart, upgrade to 6.0.10, still haven't got solution. :(
Maybe this depends on some specific agent account notification settings?

Post Reply