OTRS 6.0.1 Ticket Notification Management

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sgiovanni
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Joined: 26 Nov 2017, 23:40
OTRS Version?: 6.0.9
Real Name: Giovanni
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OTRS 6.0.1 Ticket Notification Management

Post by sgiovanni » 27 Nov 2017, 23:23

Dear otrs users,

I have a working email notification for new ticket, just used the "Ticket create notification" under Ticket Notification Management.

I configured an email notification for "Ticket Escalation Notification" and "Ticket Escalation Warning.
Unfortunately they don’t work, where is the trick? Is mandatory using the GenericAgent.pm file ?

Regards
OTRS 6.0.9
OS: Fedora server 26/Apache2/MySQL 5+

jojo
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Re: OTRS 6.0.1 Ticket Notification Management

Post by jojo » 27 Nov 2017, 23:29

is the daemon running? did <ou wait at least 20 minutes? A Generic Agent is not needed since OTRS5
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sgiovanni
OTRS newbie
Posts: 6
Joined: 26 Nov 2017, 23:40
OTRS Version?: 6.0.9
Real Name: Giovanni
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Re: OTRS 6.0.1 Ticket Notification Management

Post by sgiovanni » 29 Nov 2017, 21:11

Hello jojo,

yes the otrs daemon is running, the crontab list the job and otrs.Daemon.pl status is fine.
What should i check ?

crontab -l
# check OTRS daemon status
*/5 * * * * $HOME/bin/otrs.Daemon.pl start >> /dev/null

Regards
OTRS 6.0.9
OS: Fedora server 26/Apache2/MySQL 5+

sgiovanni
OTRS newbie
Posts: 6
Joined: 26 Nov 2017, 23:40
OTRS Version?: 6.0.9
Real Name: Giovanni
Company: None

Re: OTRS 6.0.1 Ticket Notification Management

Post by sgiovanni » 29 Nov 2017, 23:55

Hello,

I installed from scratch otrs, same problem, no escalation ticket arrive.
Who has an idea ?

Regards
OTRS 6.0.9
OS: Fedora server 26/Apache2/MySQL 5+

sgiovanni
OTRS newbie
Posts: 6
Joined: 26 Nov 2017, 23:40
OTRS Version?: 6.0.9
Real Name: Giovanni
Company: None

Re: OTRS 6.0.1 Ticket Notification Management

Post by sgiovanni » 16 Jan 2018, 20:14

The issue is solved after upgrade to version OTRS 6 Patch Level 4

Maybe is a bug (https://bugs.otrs.org/show_bug.cgi?id=13475)
OTRS 6.0.9
OS: Fedora server 26/Apache2/MySQL 5+

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