Ticket email notifications not sending
Moderator: crythias
-
- Znuny newbie
- Posts: 6
- Joined: 01 Feb 2019, 23:49
- Znuny Version: 6.0.16
Ticket email notifications not sending
Hi all,
This is my first post on these forums, so I apologize if I am repeating a question that has already been asked. I searched for the forums thoroughly for an answer, but didn't find anything. This is the first and only problem I have really run into using OTRS, otherwise it's been great so far!
Basically, I'm not getting email notifications for ticket actions performed by the customer (customer creates a new ticket, replies to an existing ticket, closes a ticket, etc.). From my testing, the only email notification that is being sent is the administrator replying to the customer.
I noticed in the OTRS dashboard that when I click my profile (as an administrator), I see that there is a "notifications" button but it is only available for the OTRS Business Solution. Could somebody confirm that my email notifications aren't working because this is only apart of the Business Solution? Or do I simply have a misconfiguration somewhere? I am currently using OTRS 6.0.16, the community version.
Thanks for any help in advance!
This is my first post on these forums, so I apologize if I am repeating a question that has already been asked. I searched for the forums thoroughly for an answer, but didn't find anything. This is the first and only problem I have really run into using OTRS, otherwise it's been great so far!
Basically, I'm not getting email notifications for ticket actions performed by the customer (customer creates a new ticket, replies to an existing ticket, closes a ticket, etc.). From my testing, the only email notification that is being sent is the administrator replying to the customer.
I noticed in the OTRS dashboard that when I click my profile (as an administrator), I see that there is a "notifications" button but it is only available for the OTRS Business Solution. Could somebody confirm that my email notifications aren't working because this is only apart of the Business Solution? Or do I simply have a misconfiguration somewhere? I am currently using OTRS 6.0.16, the community version.
Thanks for any help in advance!
-
- Administrator
- Posts: 3968
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Ticket email notifications not sending
Hi,
Notifications are configured in the admin area section Ticket Notification. Are there notifications visible?
- Roy
Notifications are configured in the admin area section Ticket Notification. Are there notifications visible?
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Ticket email notifications not sending
Also make sure the agents have the queue(s) selected in their preferences.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 6
- Joined: 01 Feb 2019, 23:49
- Znuny Version: 6.0.16
Re: Ticket email notifications not sending
Hi root and crythias,
Thanks for replying. I've attached a couple screenshots of my Ticket Notification configurations (for the default "Ticket create notification" as an example) as well as my agent preferences. From what I can tell, this should be correct.
I was a little bit confused as to what the "Group" attribute meant for the queues. For testing, I only have the one queue enabled ("SPOC") and it has the "Group" attribute set to "admin". I noticed that if I set it to "users", then I can't select the queue in the preferences tab for the admin agent. What is the point of having the "Group" attribute?
Thank you.
Thanks for replying. I've attached a couple screenshots of my Ticket Notification configurations (for the default "Ticket create notification" as an example) as well as my agent preferences. From what I can tell, this should be correct.
I was a little bit confused as to what the "Group" attribute meant for the queues. For testing, I only have the one queue enabled ("SPOC") and it has the "Group" attribute set to "admin". I noticed that if I set it to "users", then I can't select the queue in the preferences tab for the admin agent. What is the point of having the "Group" attribute?
Thank you.
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Ticket email notifications not sending
There doesn't seem to be visibility on the attachments here.
Agents can be members of groups.
A queue is a member of a group.
If the agent is a member of the same group, the Agent can see the Queue, and choose that queue in the Agent's preferences.
The group is necessary to segregate permissions of access to queues and other areas where the groups are specified.
Agents can be members of groups.
A queue is a member of a group.
If the agent is a member of the same group, the Agent can see the Queue, and choose that queue in the Agent's preferences.
The group is necessary to segregate permissions of access to queues and other areas where the groups are specified.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 6
- Joined: 01 Feb 2019, 23:49
- Znuny Version: 6.0.16
Re: Ticket email notifications not sending
Hi crythias,
Thanks for replying. It's strange that the attachments weren't shown. I've attached them again, hopefully this time they display.
Is there anything wrong with these configurations? Where else should I look?
Thank you again.
Thanks for replying. It's strange that the attachments weren't shown. I've attached them again, hopefully this time they display.
Is there anything wrong with these configurations? Where else should I look?
Thank you again.
You do not have the required permissions to view the files attached to this post.
-
- Znuny newbie
- Posts: 6
- Joined: 01 Feb 2019, 23:49
- Znuny Version: 6.0.16
Re: Ticket email notifications not sending
On further investigation in the mail log, I see the following when a user creates a ticket (email notification does not send):
and I see the following when an agent replies to a ticket (email notification sends successfully):
Does this mean anything to anyone? It doesn't quite make sense to me and I'm not sure if I'm on the right track here. From what I can gather, it seems that there is no "From:" address in the first case (indicated by the "from=<>"), but there is in the second case ("from=<otrs@domain.org>"), even though it seems that in both cases, there is an empty "From:" address at some point.
Code: Select all
Feb 8 11:57:17 helpdesk postfix/pickup[23319]: 3FC1743155F9: uid=1001 from=<>
Feb 8 11:57:17 helpdesk postfix/cleanup[24446]: 3FC1743155F9: message-id=<1549663002.441912.952724897@helpdesk.domain.org>
Feb 8 11:57:17 helpdesk postfix/qmgr[25483]: 3FC1743155F9: from=<>, size=8596, nrcpt=1 (queue active)
Feb 8 11:57:17 helpdesk postfix/smtp[24449]: 3FC1743155F9: enabling PIX workarounds: disable_esmtp delay_dotcrlf for mailsec.domain.org[x.x.x.x]:xx
Feb 8 11:57:18 helpdesk postfix/smtp[24449]: 3FC1743155F9: to=<myuser@domain.org>, relay=mailsec.domain.org[x.x.x.x]:xx, delay=0.86, delays=0.11/0.06/0.65/0.04, dsn=5.0.0, status=bounced (host mailsec.domain.org[x.x.x.x] said: 550 #5.1.0 Rejected by bounce verification. (in reply to RCPT TO command))
Feb 8 11:57:18 helpdesk postfix/qmgr[25483]: 3FC1743155F9: removed
Code: Select all
Feb 8 12:08:19 helpdesk postfix/pickup[23319]: 6CA04431561B: uid=1001 from=<>
Feb 8 12:08:19 helpdesk postfix/cleanup[25686]: 6CA04431561B: message-id=<1549663675.593156.754176858@helpdesk.domain.org>
Feb 8 12:08:19 helpdesk postfix/qmgr[25483]: 6CA04431561B: from=<>, size=8501, nrcpt=1 (queue active)
Feb 8 12:08:19 helpdesk postfix/pickup[23319]: 914A3431561C: uid=1001 from=<otrs@domain.org>
Feb 8 12:08:19 helpdesk postfix/cleanup[25686]: 914A3431561C: message-id=<1549663684.204267.370724033@helpdesk.domain.org>
Feb 8 12:08:19 helpdesk postfix/qmgr[25483]: 914A3431561C: from=<otrs@domain.org>, size=2102, nrcpt=1 (queue active)
Feb 8 12:08:19 helpdesk postfix/smtp[25689]: 6CA04431561B: enabling PIX workarounds: disable_esmtp delay_dotcrlf for mailsec.domain.org[x.x.x.x]:xx
Feb 8 12:08:20 helpdesk postfix/smtp[25689]: 6CA04431561B: to=<myuser@domain.org>, relay=mailsec.domain.org[x.x.x.x]:xx, delay=0.71, delays=0.1/0.04/0.54/0.03, dsn=5.0.0, status=bounced (host mailsec.domain.org[x.x.x.x] said: 550 #5.1.0 Rejected by bounce verification. (in reply to RCPT TO command))
Feb 8 12:08:20 helpdesk postfix/qmgr[25483]: 6CA04431561B: removed
Feb 8 12:08:20 helpdesk postfix/smtp[25692]: 914A3431561C: enabling PIX workarounds: disable_esmtp delay_dotcrlf for mailsec.domain.org[x.x.x.x]:xx
Feb 8 12:08:20 helpdesk postfix/smtp[25692]: 914A3431561C: to=<myuser@domain.org>, relay=mailsec.domain.org[x.x.x.x]:xx, delay=0.95, delays=0.05/0.02/0.88/0.01, dsn=2.0.0, status=sent (250 ok: Message 546028 accepted)
Feb 8 12:08:20 helpdesk postfix/qmgr[25483]: 914A3431561C: removed
Last edited by watermelon on 09 Feb 2019, 01:58, edited 1 time in total.
-
- Administrator
- Posts: 3968
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Ticket email notifications not sending
Hi,
Yes, bounced means that the mailserver reject the mail.
Check the NotificationSenderAddress in the Sysconfig and try to set it to the same address you're using for the queue.
- Roy
Yes, bounced means that the mailserver reject the mail.
Check the NotificationSenderAddress in the Sysconfig and try to set it to the same address you're using for the queue.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
-
- Znuny newbie
- Posts: 6
- Joined: 01 Feb 2019, 23:49
- Znuny Version: 6.0.16
Re: Ticket email notifications not sending
Hi Roy,
I couldn't find "NotificationSenderAddress" but I did find "NotificationSenderEmail" and set it to the appropriate email (same one as the queue), but it still does not work (keeps bouncing). I have also verified on the mail server that the sender (From:) field is empty and is why these emails are getting bounced.
I couldn't find "NotificationSenderAddress" but I did find "NotificationSenderEmail" and set it to the appropriate email (same one as the queue), but it still does not work (keeps bouncing). I have also verified on the mail server that the sender (From:) field is empty and is why these emails are getting bounced.
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Ticket email notifications not sending
6CA04431561B: from=<>
6CA04431561B: to=<myuser@domain.org> (bounce)
914A3431561C: from=<otrs@domain.org>
914A3431561C: to=<myuser@domain.org> (sent)
So the sender envelope isn't populating.
SendmailNotificationEnvelopeFrom needs a value.
6CA04431561B: to=<myuser@domain.org> (bounce)
914A3431561C: from=<otrs@domain.org>
914A3431561C: to=<myuser@domain.org> (sent)
So the sender envelope isn't populating.
SendmailNotificationEnvelopeFrom needs a value.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
-
- Znuny newbie
- Posts: 6
- Joined: 01 Feb 2019, 23:49
- Znuny Version: 6.0.16
Re: Ticket email notifications not sending
Ah yes, this worked! I simply set a value for this in Sysconfig and now it works as intended. Thanks a lot crythias!