[SOLVED] Agent Notification not working on Some Users

[austinknight]

I (jason) have "yes" to new ticket notifications and have the ticket in my queue, but i am never sent a new ticket email. If i send it to another agent (tonya) they do recieve the new ticket email. Both accounts seem to be set the same. The system otrs log shows the email going out to (tonya) but does not try with (jason)? please help, it was working before.

[crythias]

do you want notifications of things you do for yourself?

[austinknight]

yes, i beleive i also have that turn on as well. I do recieve other notifications , just not new ticket and change of owner.

[austinknight]

Thanks for the quick reply!!

[crythias]

Then you will need to enable self-notifications within sysconfig.

By default, if you assign a ticket to yourself, you won't get notifications of that. Program assumes you already know that you did it so why tell you again?

[austinknight]

I have that option selected, even if i create a ticket from another agent login, i still never receive the new ticket email. in the log file i can see [Tue Apr 9 10:08:10 2013][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'OwnerUpdate' notification to 'jason@XXXXXXXX.com , but i dont recieve the email. I do recieve other updates, like your ticket was moved to junk or another queue.

[austinknight]

Sorry I feel really Stupid, Somehow Exchange created a auto rule to send OTRS new ticket messages to spam. So all works now, thank you for your help!

[austinknight]

Do you know how to add OTRS Customer Phone number as a notification item?

[crythias]

no, but making the phone number into an email address @cellserviceprovider.com isn't out of reach.

[austinknight]

Could you tell me more about this? I would like to be able to call the client from my iphone email notification. hopefully what has been added into otrs customer info.

[crythias]

I would like to be able to call the client from my iphone email notification

Then include <OTRS_CUSTOMER_DATA_UserPhone> in your notification.

[austinknight]

Great! Just what i was looking for. Is there a <OTRS_CUSTOMER_DATA_Address> ? can you point me in the location or a reference doc for all <OTRS_CUSTOMER_DATA_*. Thanks again for your help!

[crythias]

What is in CustomerUser Map in Config.pm / Defaults.pm is used here.