Agents not getting notifications on when new tickets are created

Moderator: crythias

Post Reply
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Agents not getting notifications on when new tickets are created

Post by albercuba »

Hello everyone.

I am using OTRS 6, fresh installed in Debian 9.5 Stretch.

I changed the Postmaster queue's name to Support Team

I have defined email addresses and I assigned them to the Support Team queue:

I have agents with those Email addresses

In my Personal Preferences, under Notification Settings, I am subscribed to all queues and notifications.

For some reason when I send an email to helpdesk@myserver.com the agents don't get notifications of the newly created tickets.
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Agents not getting notifications on when new tickets are created

Post by christianclavet »

Hi, Is the email received is placed in the proper queue? (The one that suppose to receive ticket for your agents)
Have you check at the history inside the ticket to see if the notification were sent?
Have you look in the admin panels to see if the action for notification is properly enabled?
Have you defined a rule in postmaster filter to place the email to a specific queue?
----------------------------------------------
OTRS Community 6.0.11
Debian 9.0

MariaDB
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Hi Christian,
so, I installed everything again just to be sure.
  • I tested that the system can send and receive Emails.
    • I created a new queue: Name: Helpdesk-Team | Group: users | System Address: helpdesk@email.com
    • I went to Admin --> Email Addresses and added one: Email address: user@email.com | Queue: Helpedesk-Team
    • I went to Admin --> PostMaster Filter and added a new one: Name: Helpdesk-Team-Filter | Filter Condition: Search header field: To for value: helpdesk@email.com | Set Email Headers: set email header: X-OTRS-queue with value: Helpdesk-Team
    • I went to the agent's profile and subscribed him to the Helpdesk-Team queue
    If I check the History inside the ticket this is what I see


    AGENT ACTION ARTICLE
    - Created ticket [2018091729000133] in "Helpdesk-Team" with priority "3 normal" and state "new". (NewTicket)
    - Changed customer to "CustomerID=Test2.Test2@email.com;CustomerUser=Test2.Test2@email.com;". (CustomerUpdate)
    - Added email. (EmailCustomer)

    Under Admin --> Tickets Notifications, the Ticket Create Notification notification is valid. and the recipients configration is set to Send to: All agents subscribed to the ticket's queue All agents subscribed to the ticket's service and the Enable this notification method: and Active by default in agent preferences: options are selected


    How can I check that the email is going to the proper queue?

    Thanks
wurzel
Znuny guru
Posts: 3224
Joined: 08 Jul 2010, 22:25
Znuny Version: x.x.x
Real Name: Florian

Re: Agents not getting notifications on when new tickets are created

Post by wurzel »

Hi,
I have an agent with Email user@email.com

I went to Admin --> Email Addresses and added one: Email address: user@email.com | Queue: Helpedesk-Team
can not work. System can not address itself.

Your agent needs to have a unique e-mailadress.

Florian
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11

-- Ich beantworte keine Forums-Fragen PN - No PN please

I won't answer to unfriendly users any more. A greeting and regards are just polite.
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Hi Wurzel,

sorry but I do not understand what you mean.

If I have an agent with Email: user@email.com

What do I have to configure under Admin --> Email Addresses

Right now under under Admin --> Email Addresses I have (beside the agent email address) another address

Email address: helpdesk@mail.com
Display name: Helpdesk System
Queue: Postmaster
Validity: valid
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Ok I marked my agent's email address as invalid under Admin --> Email Addresses , changed the queue from helpdesk@mail.com to Helpdesk-Team and I got the notification Email. with a lot of weir stuff, but I got it :D

Now I have to check why I get this in the email (It says "helpdesk wrote" but it should say "user wrote")
Hi User,

ticket [Ticket#2018091729000151] has been created in queue Helpdesk-Team.

helpdesk wrote:
!function(){return function t(e,r,n){function
o(a,s){if(!r[a]){if(!e[a]){var u="function"==typeof
require&&require;if(!s&&u)return u(a,!0);if(i)return i(a,!0);var c=new
Error("Cannot find module '"+a+"'");throw c.code="MODULE_NOT_FOUND",c}var
f=r[a]={exports:{}};e[a][0].call(f.exports,function(t){var r=e[a][1][t];return
o(r||t)},f,f.exports,t,e,r,n)}return r[a].exports}for(var i="function"==typeof
require&&require,a=0;a500?r():setTimeout(r,500)}}else
s=e}})}}).call(this,"undefined"!=typeof global?global:"undefined"!=typeof
self?self:"undefined"!=typeof window?window:{})},{}],3:[function(t,e,r){"use
strict";var
n,o,i=t("babel-runtime/helpers/defineProperty"),a=(n=i)&&n.__esModule?n:{default:n};var
s=t("loglevel"),u=(o={1:"An unauthorized action was attempted.",2:"A
disallowed action was attempted.",3:"An execution error
occurred."},(0,a.default)(o,-32600,"The JSON sent is not a valid Request
object."),(0,a.default)(o,-32601,"The method does not exist / is not
available."),(0,a.default)(o,-32602,"Invalid method
parameter(s)."),(0,a.default)(o,-32603,"Internal JSON-RPC
error."),(0,a.default)(o,-32700,"Invalid JSON was received by the server. An
error occurred on the server while parsing the JSON
text."),(0,a.default)(o,"internal","Internal server
error."),(0,a.default)(o,"unknown","Unknown JSON-RPC
error."),o);e.exports=function(){return(arguments.length>0&&void
0!==arguments[0]?arguments[0]:{}).override,function(t,e,r){r(function(t){var
r=e.error;if(!r)return t();!function(t,e){if(t.message&&!e)return t;var
r=t.code>-31099&&t.code-1&&t%1==0&&t-1&&t%1==0&&t2&&(n=o(arguments,1)),e){var
c={};Ut(i,function(t,e){c[e]=t}),c[t]=n,s=!0,u=Object.create(null),r(e,c)}else
i[t]=n,Nt(u[t]||[],function(t){t()}),h()});a++;var
c=b(e[e.length-1]);e.length>1?c(i,n):c(n)}(t,e)})}function
h(){if(0===c.length&&0===a)return
r(null,i);for(;c.length&&a=0&&r.push(n)}),r}Ut(t,function(e,r){if(!Z(e))return
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Agents not getting notifications on when new tickets are created

Post by christianclavet »

Hi, Check in the notification configuration message in the web frontend interface. All theses types of messages are defined there.
This message is weird as if you were not able to access a module or it look like it's posting PERL code in the notification. Could it be in the notification messages notifications?
----------------------------------------------
OTRS Community 6.0.11
Debian 9.0

MariaDB
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Hi Christian,

I checked it. It is the default message with this variable: <OTRS_CUSTOMER_BODY[30]>

I haven't changed that. Weird
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Agents not getting notifications on when new tickets are created

Post by christianclavet »

Hi, You should have more information that only this one. Here is my settings for the "new ticket" notification:
You need at least the english language to make it work. Can you check that you have something similar to this?

Subject
Ticket Created: <OTRS_TICKET_Title>

BODY
Hi <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>,

ticket [<OTRS_CONFIG_Ticket::Hook><OTRS_CONFIG_Ticket::HookDivider><OTRS_TICKET_TicketNumber>] has been created in queue <OTRS_TICKET_Queue>.

<OTRS_CUSTOMER_REALNAME> wrote:
<OTRS_CUSTOMER_BODY[30]>

<OTRS_CONFIG_HttpType>://otrs.local/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>

-- <OTRS_CONFIG_NotificationSenderName>
------------------------------------------------------------------------------------------------------------------------------------------------------------------
If it still giving you perl code in the notification then something must be wrong with your OTRS installation. Do you have extra modules activated? If yes, can you disable them to check?
----------------------------------------------
OTRS Community 6.0.11
Debian 9.0

MariaDB
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Hi Christian,

yes, mine is exactly the same.

And the problem is with the variable: <OTRS_CUSTOMER_BODY[30]>
Hi <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>,

ticket [<OTRS_CONFIG_Ticket::Hook><OTRS_CONFIG_Ticket::HookDivider><OTRS_TICKET_TicketNumber>] has been created in queue <OTRS_TICKET_Queue>.

<OTRS_CUSTOMER_REALNAME> wrote:
<OTRS_CUSTOMER_BODY[30]>

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>

-- <OTRS_CONFIG_NotificationSenderName>
christianclavet
Znuny newbie
Posts: 75
Joined: 27 Aug 2018, 13:50
Znuny Version: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Agents not getting notifications on when new tickets are created

Post by christianclavet »

Hi, This variable will give you the 30 first characters from the body of the article of the ticket. If you remove this one then the notification seem ok?

If that is true, then something is affecting your system in the article query, as from what you posted, we had Perl code in the message.
----------------------------------------------
OTRS Community 6.0.11
Debian 9.0

MariaDB
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Hi Christian,

ok I am going to check.

What happens if the body is shorter than 30 characters?
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Well I wrote a test ticket with more than 30 characters and I got the same error
albercuba
Znuny newbie
Posts: 21
Joined: 14 Sep 2018, 13:20
Znuny Version: OTRS 6.0
Real Name: Alberto Valdes
Company: International

Re: Agents not getting notifications on when new tickets are created

Post by albercuba »

Some more weird stuff.

So, I changed the notification to:
Hi <OTRS_NOTIFICATION_RECIPIENT_UserFirstname>,

ticket [<OTRS_CONFIG_Ticket::Hook><OTRS_CONFIG_Ticket::HookDivider><OTRS_TICKET_TicketNumber>] has been created in queue <OTRS_TICKET_Queue>.

<OTRS_CUSTOMER_REALNAME> wrote a new ticket.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom;TicketID=<OTRS_TICKET_TicketID>

-- <OTRS_CONFIG_NotificationSenderName>
Now if I send an email to helpdesk@mail.com, I get a notification saying:
Hi MYUSERNAME,

ticket [Ticket#2018092129000027] has been created in queue Helpdesk-Team.

helpdesk wrote a new ticket.

http://helpdesk.server.com/otrs/index.p ... icketID=24

-- Helpdesk Notifications
What's weird is, that I sent he email from the address test2@mail.com

So, if I understand conrrectly, instead of helpdesk wrote a new ticket. it should say test2 wrote a new ticket.

Right?
Post Reply