Ticket email notifications not sending

[watermelon]

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!

[root]

Hi,

Notifications are configured in the admin area section Ticket Notification. Are there notifications visible?

- Roy

[crythias]

Also make sure the agents have the queue(s) selected in their preferences.

[watermelon]

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.

[crythias]

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.

[watermelon]

Hi crythias,

Thanks for replying. It's strange that the attachments weren't shown. I've attached them again, hopefully this time they display.

Screen Shot 2019-02-06 at 9.10.04 AM.png

Screen Shot 2019-02-06 at 10.46.59 AM.png

Is there anything wrong with these configurations? Where else should I look?

Thank you again.

[watermelon]

On further investigation in the mail log, I see the following when a user creates a ticket (email notification does not send):

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

and I see the following when an agent replies to a ticket (email notification sends successfully):

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

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.

[root]

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

[watermelon]

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.

[crythias]

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.

[watermelon]

Ah yes, this worked! I simply set a value for this in Sysconfig and now it works as intended. Thanks a lot crythias!