Notification 'Event' doesn't work after the upgrading

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pacal
OTRS newbie
Posts: 35
Joined: 21 Feb 2012, 21:33
OTRS Version?: OTRS3
Real Name: Javier Gonzalez
Company: Bureau van Dijk

Notification 'Event' doesn't work after the upgrading

Post by pacal »

Hi All,

I just upgrade my OTRS 3.0.11 to 3.1.1 (windows version) and everything works perfectly except my notification events...
A notification event is defined to alert a group of agents when the ticket is moved to a respective queue.
The process:
When the client sent a request, a ticket is created and stored in a queue named "General". Then at the same time, a message is directly sent by the notification master to inform me to dispatch that ticket to the correct queue. At this point everything works fine. But when I move the ticket to a another queue named "soft", my "notification event" stops to work. Before the upgrade the agents were alerted by this notification event.
Did you meet that kind of problem?
Thanks!

Pacal

Giulio Soleni
OTRS wizard
Posts: 392
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: Notification 'Event' doesn't work after the upgrading

Post by Giulio Soleni »

Hi,
after the upgrade /opt/otrs/Kernel/Config/GenericAgent.pm should have been probably updated and you should notice the "send escalation notifications" section is a commented (#) section in the original code.
You should uncomment it to let it work.

HTH

Giulio
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

pacal
OTRS newbie
Posts: 35
Joined: 21 Feb 2012, 21:33
OTRS Version?: OTRS3
Real Name: Javier Gonzalez
Company: Bureau van Dijk

Re: Notification 'Event' doesn't work after the upgrading

Post by pacal »

Hi Giulio!
Thanks for your answer!
I tried your idea but nothing change...
Please find the content of GenericAgent.pm:
Thanks,

# --
# Kernel/Config/GenericAgent.pm - config file of generic agent
# Copyright (C) 2001-2011 OTRS AG, http://otrs.org/
# --
# $Id: GenericAgent.pm.dist,v 1.15 2011/10/20 14:21:45 mg Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::Config::GenericAgent;

use strict;
use warnings;

use vars qw($VERSION @ISA @EXPORT %Jobs);
require Exporter;
@ISA = qw(Exporter);
@EXPORT = qw(%Jobs);
$VERSION = qw($Revision: 1.15 $)[1];

# -----------------------------------------------------------------------
# config options
# -----------------------------------------------------------------------
%Jobs = (

# GenericAgent job that sends escalation notifications.
# Activate this if you want to use these notifications in your system.
'send escalation notifications' => {
Escalation => 1,
new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},


# GenericAgent job that triggers escalation forewarn and escalation start events.
# Activate this if you want to use these events in your system.
# 'trigger escalation events' => {
# Escalation => 1,
# # new ticket properties
# New => {
# Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents',
# },
# },

# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
# -----------------------------------------------------------------------
# end of config options
# -----------------------------------------------------------------------
1;

Giulio Soleni
OTRS wizard
Posts: 392
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: Notification 'Event' doesn't work after the upgrading

Post by Giulio Soleni »

The file you posted looks ok to me... Could it be there is some problems on the cron? You said you are working with a Windows system, I am not so friendly with OTRS installed on Windows... did you check if the scheduler deamon corresponding to linux cron is working correctly?

You could also have a check on the "History" log of a specific ticket that you moved from a queue to another and check if the alert-on-move event fails for some reason or it is not triggered at all.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

pacal
OTRS newbie
Posts: 35
Joined: 21 Feb 2012, 21:33
OTRS Version?: OTRS3
Real Name: Javier Gonzalez
Company: Bureau van Dijk

Re: Notification 'Event' doesn't work after the upgrading

Post by pacal »

Yep, Cron service works perfectly, I'm going to see the log file.
Do you know the exact name of that log (as the path is different on Linux maybe the name not)?
Any way, thanks!

Javier

Giulio Soleni
OTRS wizard
Posts: 392
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: Notification 'Event' doesn't work after the upgrading

Post by Giulio Soleni »

well ... you may check the logs directly from the web console.
The last lines of the main system log are available from ADMIN > System Log. Its physical location may vary with the installation (for me it is on the /tmp/ filesystem) but you may check how it is set your system from the SysConfig Framework -> Core::Log settings.

The ticket-history log is not stored on a file but directly on the db, and you may check it for a specific ticket:
Select (from the dashboard or from a ticket view) one specific ticket for which you did not received the expected notification.
From the ticket-actions menu bar you may click on "History" to see all the events reliant to your ticket.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

pacal
OTRS newbie
Posts: 35
Joined: 21 Feb 2012, 21:33
OTRS Version?: OTRS3
Real Name: Javier Gonzalez
Company: Bureau van Dijk

Re: Notification 'Event' doesn't work after the upgrading

Post by pacal »

Thanks Giulio, I found the problem with your help, it was a syntax error :

# GenericAgent job that sends escalation notifications.
# Activate this if you want to use these notifications in your system.
'send escalation notifications' => {
Escalation => 1,

# new ticket properties
New => {
Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
},
},


Again, thanks a lot for your great help!!
Javier

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