Notifications not working after upgrade from 5 to 6

[mcomisso]

Hello,
I have recently upgraded our installation from 5 to 6, and now we are not getting notifications from OTRS.

Emails are flowing, it's a notification issue.

It looks like it's simply skipping the notifications, I can't find anything in the logs and I'm looking for a way to troubleshoot this.

I've read many topics on this forum but everything seems ok and I can't figure out what's missing.

Any idea on how to troubleshoot this?

Thanks,
Matteo

[mcomisso]

Update: I did a fresh install on a different server, exported the notifications as .yml files and imported in my production server (after deleting all the old notifications). Nothing changed.

Someone knows which process is in charge of notification delivery? It looks like OTRS it's simply ignoring the notifications at all.

Thanks,
Matteo

[root]

Hi,

Did you checked the communication log and system configuration regarding NotificiationSender* settings?

- Roy

[mcomisso]

Hi,
yes, NotificationSenderName and NotificationSenderEmail are both correctly configured.

The Communication Log shows no problems: OTRS is correctly fetching emails via IMAPs and sending emails via SMTPTLS.

It's just not generating notifications. I've added my user to all the Queues and all the Services and enabled all the notifications and I'm not getting anything.

Logging level is set to Debugging and I can't see anything in the logs regarding "Notifications". In the old server (that was running version 5.0.38 on CentOS 6.10) I had rows like this in the system logs:

[Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to xxxx@xxxxx.xxx

But now... nothing. Therefore I was wondering which process is in charge of this, maybe there is some cron job missing or something like that.

Thanks,
Matteo

[root]

Hi,

Agent notifications are mentioned in the ticket history. Did you see them there?

- Roy

[mcomisso]

Hi,
no, they aren't. Not when the ticket is created, neither when it's moved to a different queue or the owner is changed.

Matteo

[mcomisso]

Hi,
I've did more troubleshooting.

First, I've changed the SendmailModule from "SMTPTLS" to "Sendmail", but same results: emails are working fine, no one is notified.

Then I've installed a new server with CentOS 7 and OTRS 6.0.23, this time using RPM. After being configured this new machine sends emails and notifications. So I've exported the notifications from this server (yml files) and imported in the other server: still not working.

I've also created a local agent (our agents are gathered via LDAP) but also this "local" agent doesn't get notifications.

I've also did a side by side diff of the ZZZAAuto.pm of both servers (the one upgraded to 6.0.23 and the fresh install) but I haven't found anything interesting.

Files permissions? Database settings? I don't know what else to troubleshoot.

Regards,
Matteo

[wurzel]

Hi,

I think something went wrong during upgrading. Your system issues are not usual.

Which steps did you take during upgrade? Did you have errors?
If you restore the old version, do the sending work again?

Flo

[mcomisso]

Hi Glo,
the upgrade process went like this:
- old server (CentOS 6.10 with OTRS 4.0.16)
- upgrade to OTRS 5.0.38 using this guide https://doc.otrs.com/doc/manual/admin/5 ... ading.html (With the tarball)
- new server (CentOS 8 with OTRS 5.0.38)
- backup from old server and restore to new server using this guide https://doc.otrs.com/doc/manual/admin/5 ... store.html
- upgrade to OTRS 6.0.23 using this guide https://doc.otrs.com/doc/manual/admin/6 ... ating.html (With the tarball)

No issues during the process.

It's my understanding that there should be something in the Config.pm file, since it's mainly the only thing that's moved "as is" since the database and the ZZZ* configs are rebuilt. Could it be? Any troubleshooting tip?

Regards,
Matteo

[mcomisso]

Hi,
I've found the issue!

This setting was disabled:

Ticket::EventModulePost###7000-NotificationEvent

Now I've enabled it and it works!

Thanks to everyone who tried to help me!

Regards,
Matteo