I've been scratching my mind for a while because none of the registered agents (not too many, since I am the only one) receive any ticket notifications. Notifications aren't even delivered to otrs e-mail queue. Agents can send e-mail messages using the "Create Administrative Message" menu and every time they answer a ticket (the "Customer" receives the message via e-mail).
So far, I have had:
- Checked the agent's/user's personal preferences and registered queues
- Made a check-list of the system configuration parameters
- Created many Ticket notification rules (none of them notifies agents)
- Checked the database with otrs tools and mysqlcheck (DB seems fine)
- Created and successfully sent Administrative message
- Successfully sent an e-mail using telnet through listening exim4 on 25 (SMTP works well
- Successfully replied to a ticket (AgentTicketCompose) and the client received an e-mail with the ticket's reply
- Checked that otrs mail queue isn't filled with unprocessed tasks
- Checked new e-mails to clients in otrs's mail queue
- Looked for errors in the Admin communication log
- Checked System information and added it to this report
- Kept reading trying and documenting, but without success
Thank you the opportunity to enjoy this useful software and thank you in advance for your help.
Kindest regards.
Code: Select all
= 1. User's Personal Preferences check =
Went to Personal Preferences --> Notification Settings"
My Queues (all the queues selected)
Ticket notification (all boxes checked)
Appointment notification (all boxes checked)
= 2. System Configuration check =
Admin --> System Configuration --> Import&Export --> Export current Configuration --> Export_Current_System_Configuration.yml
SendmailModule:
EffectiveValue: Kernel::System::Email::SMTP
SendmailModule::Host:
EffectiveValue: localhost
SendmailNotificationEnvelopeFrom:
EffectiveValue: soporte@ofuscated.com.ar
FQDN:
EffectiveValue: soporte.ofuscated.com.ar
Default options (not modified, therefore, not exported)
* CheckEmailValidAddress = ^(root@localhost|admin@localhost)$
* CheckEmailInvalidAddress = @(example)\.(..|...)$
= 3. New generic Ticket Notification (events) creation =
Admin --> Ticket Notification Management --> Add notification
Edit Notification
Name: Testing_Agent_Notification
Show in agent preferences: Yes
Validity: valid
Events: TicketCreate TicketDelete TicketTitleUpdate TicketUnlockTimeoutUpdate
TicketQueueUpdate TicketTypeUpdate TicketServiceUpdate TicketSLAUpdate
TicketCustomerUpdate TicketPendingTimeUpdate TicketLockUpdate
TicketArchiveFlagUpdate TicketLockUpdate TicketArchiveFlagUpdate
TicketStateUpdate TicketOwnerUpdate TicketResponsibleUpdate
TicketPriorityUpdate
Ticket Filter:
Queue: Default Hard Hosting Junk Misc Postmaster Projectos delete
(Also made tests with with Queue filter empty)
Recipients:
Send To: Agent who owns the ticket
All agents subscribed to the ticket's queue
All agents subscribed to the ticket's service
Send on out of office: [x] Also send if the user is currently out of office
Notification Methods
Email
Enable this notification method: [x]
Active by default in agent preferences: [x]
Email template: Default (also tried unsuccessfully with Altert and Unformatted)
Notification Text
English (United States)
Subject: This is a simple test example
Text: Simple is to configure it, harder is to make it work.
The Agent's selected language is the same, English (United States).
Notification rule exported into txt file
---
- ChangeBy: 2
ChangeTime: 2019-07-06 18:14:32
Comment: Testing_Agent_Notification
CreateBy: 2
CreateTime: 2019-07-06 18:02:39
Data:
AgentEnabledByDefault:
- Email
ArticleAttachmentInclude:
- '0'
Events:
- TicketArchiveFlagUpdate
- TicketCreate
- TicketCustomerUpdate
- TicketDelete
- TicketLockUpdate
- TicketOwnerUpdate
- TicketPendingTimeUpdate
- TicketPriorityUpdate
- TicketQueueUpdate
- TicketResponsibleUpdate
- TicketServiceUpdate
- TicketSLAUpdate
- TicketStateUpdate
- TicketTitleUpdate
- TicketTypeUpdate
- TicketUnlockTimeoutUpdate
LanguageID:
- en
QueueID:
- '1'
- '2'
- '3'
- '4'
- '5'
- '6'
- '7'
- '8'
Recipients:
- AgentMyQueues
- AgentMyServices
SendOnOutOfOffice:
- '1'
TransportEmailTemplate:
- Default
Transports:
- Email
VisibleForAgent:
- '1'
ID: 31
Message:
en:
Body: Simple is to configure it, harder is to make it work
ContentType: text/plain
Subject: This is a simple test example
Name: Testing_Agent_Notification
ValidID: 1
Code: Select all
= 4. Database check ok =
~$ su -c "/opt/otrs/bin/otrs.Console.pl Maint::Database::Check --repair" -s /bin/bash otrs
Trying to connect to database 'DBI:mysql:database=otrs;host=127.0.0.1' with user 'otrs'...
Connection successful.
~$ mysqlcheck -o --all-databases
[...]
status: OK (for all the databases).
= 5. Create Administrative Message =
From: soporte@ofuscated.com.ar
Send message to users: (selected the user with the address info@ofuscated.com.ar)
Subject: Test1
Body: Test1
The message is correctly processed and delivered.
==> /var/log/exim4/mainlog <==
2019-07-07 06:01:19 1hk32t-0000If-JQ <= soporte@ofuscated.com.ar H=localhost (soporte.ofuscated.com.ar) [127.0.0.1] P=esmtp S=641 id=1562489932.11170.7225290658@soporte.ofuscated.com.ar
2019-07-07 06:01:23 1hk32t-0000If-JQ => info@ofuscated.com.ar R=smarthost T=remote_smtp_smarthost H=mail.ofuscated.com.ar [208.76.243.50] X=TLS1.2:ECDHE_RSA_AES_256_GCM_SHA384:256 CV=no DN="OU=Domain Control Validated,OU=PositiveSSL,CN=s307.c4.mailrelay2p.com" A=plain C="250 OK id=1hk32x-0007BA-4L"
2019-07-07 06:01:23 1hk32t-0000If-JQ Completed
= 6. Localhost exim4 mail server working fine =
# ~$ telnet 127.0.0.1 25
Trying 127.0.0.1...
Connected to 127.0.0.1.
Escape character is '^]'.
220 srv3.ofuscated.com.ar ESMTP Exim 4.89 Sat, 06 Jul 2019 17:48:34 -0300
EHLO mail.ofuscated.com.ar
250-srv3.ofuscated.com.ar Hello localhost [127.0.0.1]
250-SIZE 52428800
250-8BITMIME
250-PIPELINING
250-PRDR
250 HELP
MAIL FROM:<soporte@ofuscated.com.ar>
250 OK
RCPT TO:info@ofuscated.com.ar
250 Accepted
DATA
354 Enter message, ending with "." on a line by itself
Test message 3 from support.
.
250 OK id=1hjrc8-0001GR-Ks
quit
221 srv3.ofuscated.com.ar closing connection
Connection closed by foreign host.
This new enqueued mesage can be followed in exim4's activity logs
tail -f /var/log/exim4/mainlog /var/log/user.log /var/log/otrs/*
/var/log/exim4/mainlog <==
2019-07-06 17:49:09 1hjrc8-0001GR-Ks <= soporte@ofuscated.com.ar H=localhost (mail.ofuscated.com.ar) [127.0.0.1] P=esmtp S=393
2019-07-06 17:49:11 1hjrc8-0001GR-Ks => info@ofuscated.com.ar R=smarthost T=remote_smtp_smarthost H=mail.ofuscated.com.ar [208.76.243.50] X=TLS1.2:ECDHE_RSA_AES_256_GCM_SHA384:256 CV=no DN="OU=Domain Control Validated,OU=PositiveSSL,CN=s307.c4.mailrelay2p.com" A=plain C="250 OK id=1hjrcN-0001Zf-Eq"
2019-07-06 17:49:11 1hjrc8-0001GR-Ks Completed
And message is aftwerwards received in the destination address (info@ofuscated.com.ar)
= 7. Message sent from AgentTicketCompose =
tail -f /var/log/exim4/mainlog /var/log/user.log /var/log/otrs/*
/var/log/exim4/mainlog <==
2019-07-06 15:09:01 1hjp7M-0000TL-W5 <= soporte@ofuscated.com.ar H=localhost (soporte.ofuscated.com.ar) [127.0.0.1] P=esmtp S=1058 id=1562436525.481853.552637609@soporte.ofuscated.com.ar
2019-07-06 15:09:03 1hjp7M-0000TL-W5 => customer@cusofuscated.com.ar R=smarthost T=remote_smtp_smarthost H=mail.ofuscated.com.ar [208.76.243.50] X=TLS1.2:ECDHE_RSA_AES_256_GCM_SHA384:256 CV=no DN="OU=Domain Control Validated,OU=PositiveSSL,CN=s307.c4.mailrelay2p.com" A=plain C="250 OK id=1hjp7O-00051U-Oe"
2019-07-06 15:09:03 1hjp7M-0000TL-W5 Completed
= 8. OTRS mail queue status =
~$ su -c "/opt/otrs/bin/otrs.Console.pl Maint::Email::MailQueue --list" -s /bin/bash otrs
Mail queue is empty.
Done.
= 9. OTRS mail queue after replying to the customer's ticket =
~$ su -c "/opt/otrs/bin/otrs.Console.pl Maint::Email::MailQueue --list" -s /bin/bash otrs
+----+-----------+----------+--------------------------+--------------+----------+----------------+-------------------+
| ID | ArticleID | Attempts | Sender | Recipient | Due Time | Last SMTP Code | Last SMTP Message |
+----+-----------+----------+--------------------------+--------------+----------+----------------+-------------------+
| 4 | 116259 | 0 | soporte@ofuscated.com.ar | customer@cusofuscated.com.ar | - | - | - |
+----+-----------+----------+--------------------------+--------------+----------+----------------+-------------------+
= 10. Admin --> Communication Log =
Communication Log Overview (2)
Connection SMTP 07/06/2019 16:50:14 07/06/2019 16:50:14 0 s
1 Kernel::System::Email::SMTP Testing connection to SMTP service (3 attempts max.). 07/06/2019 16:50:14
2 Kernel::System::Email::SMTP 1: Trying to connect to 'localhost' on soporte.ofuscated.com.ar with SMTP type 'SMTP'. 07/06/2019 16:50:14
Message SMTP 07/06/2019 16:49:23 07/06/2019 16:50:14 51 s
Communication Log Details (13)
1 Kernel::System::Email Building message for delivery. 07/06/2019 16:49:23
2 Kernel::System::Email Queuing message for delivery. 07/06/2019 16:49:23
3 Kernel::System::MailQueue Serializing and saving message (ArticleID: 116259, Sender: soporte@ofuscated.com.ar, Recipient: customer@cusofuscated.com.ar, MessageID: <1562442563.126628.703838349@soporte.ofuscated.com.ar>) 07/06/2019 16:49:23
4 Kernel::System::MailQueue Successfully stored message for sending. 07/06/2019 16:49:23
5 Kernel::System::Email Successfully queued message for delivery (MessageID: <1562442563.126628.703838349@soporte.ofuscated.com.ar>, To: 'customer@cusofuscated.com.ar', From: 'soporte@ofuscated.com.ar', Subject: 'Re: [Ticket#2019070610000182] Test 30'). 07/06/2019 16:49:23
6 Kernel::System::MailQueue Sending queued message with id '4'. 07/06/2019 16:50:14
7 Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::SMTP'. 07/06/2019 16:50:14
8 Kernel::System::Email::SMTP Received message for sending, validating message contents. 07/06/2019 16:50:14
9 Kernel::System::Email::SMTP Sending envelope from (mail from: soporte@ofuscated.com.ar) to server. 07/06/2019 16:50:14
10 Kernel::System::Email::SMTP Sending envelope to (rcpt to: customer@cusofuscated.com.ar) to server. 07/06/2019 16:50:14
11 Kernel::System::Email::SMTP Sending message data to server. 07/06/2019 16:50:14
12 Kernel::System::Email::SMTP Email successfully sent from 'soporte@ofuscated.com.ar' to 'customer@cusofuscated.com.ar'. 07/06/2019 16:50:14
13 Kernel::System::MailQueue Message successfuly sent! 07/06/2019 16:50:14
Code: Select all
= 11. System information =
OTRS v6.0.19
Distribution (debian 9.9)
Information Kernel Version (Linux srv3 4.9.0-9-amd64 #1 SMP Debian 4.9.168-1+deb9u3 (2019-06-16) x86_64 GNU/Linux)
Information System Load (0.02)
Perl Version (5.24.1 (linux)
Free Swap Space (%) (100)
Used Swap Space (MB) (0)
Perl Modules
o Apache::DBI......................ok (v1.12)
o Apache2::Reload..................ok (v0.13)
o Archive::Tar.....................ok (v2.04_01)
o Archive::Zip.....................ok (v1.59)
o Crypt::Eksblowfish::Bcrypt.......ok (v0.009)
o Crypt::SSLeay....................ok (v0.73_04)
o Date::Format.....................ok (v2.24)
o DateTime.........................ok (v1.42)
o DBI..............................ok (v1.636)
o DBD::mysql.......................ok (v4.041)
o DBD::ODBC........................Not installed! (optional - Required to connect to a MS-SQL database.)
o DBD::Oracle......................Not installed! (optional - Required to connect to a Oracle database.)
o DBD::Pg..........................Not installed! (optional - Required to connect to a PostgreSQL database.)
o Digest::SHA......................ok (v5.95_01)
o Encode::HanExtra.................ok (v0.23)
o IO::Socket::SSL..................ok (v2.044)
o JSON::XS.........................ok (v3.03)
o List::Util::XS...................ok (v1.47)
o LWP::UserAgent...................ok (v6.26)
o Mail::IMAPClient.................ok (v3.38)
o IO::Socket::SSL................ok (v2.044)
o Authen::SASL...................ok (v2.16)
o Authen::NTLM...................ok (v1.09)
o ModPerl::Util....................ok (v2.000010)
o Net::DNS.........................ok (v1.07)
o Net::LDAP........................ok (v0.65)
o Template.........................ok (v2.24)
o Template::Stash::XS..............ok (undef)
o Text::CSV_XS.....................ok (v1.26)
o Time::HiRes......................ok (v1.9733)
o XML::LibXML......................ok (v2.0128)
o XML::LibXSLT.....................ok (v1.95)
o XML::Parser......................ok (v2.44)
o YAML::XS.........................ok (v0.63)
Bundled modules:
o Algorithm::Diff..................ok (v1.1903)
o Apache::DBI......................ok (v1.12)
o CGI..............................ok (v4.36)
o CSS::Minifier....................ok (v0.01)
o Class::Inspector.................ok (v1.31)
o Crypt::PasswdMD5.................ok (v1.40)
o Email::Valid.....................ok (v1.202)
o Encode::Locale...................ok (v1.05)
o IO::Interactive..................ok (v1.022)
o JSON.............................ok (v2.94)
o JSON::PP.........................ok (v2.27203)
o JavaScript::Minifier.............ok (v1.14)
o LWP..............................ok (v6.26)
o Linux::Distribution..............ok (v0.23)
o Locale::Codes....................ok (v3.52)
o MIME::Tools......................ok (v5.509)
o Mail::Address....................ok (v2.18)
o Mail::Internet...................ok (v2.18)
o Module::Refresh..................ok (v0.17)
o Mozilla::CA......................ok (v20180117)
o Net::HTTP........................ok (v6.17)
o Net::IMAP::Simple................ok (v1.2209)
o Net::SSLGlue.....................ok (v1.058)
o PDF::API2........................ok (v2.033)
o SOAP::Lite.......................ok (v1.20)
o Sys::Hostname::Long..............ok (v1.5)
o Text::CSV........................ok (v1.95)
o Text::Diff.......................ok (v1.44)
o URI..............................ok (v1.71)
o YAML.............................ok (v1.23)
o parent...........................ok (v0.236)
