Notification After Generic Agent

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batemanj
OTRS newbie
Posts: 2
Joined: 07 Sep 2017, 23:18
OTRS Version?: 5.0.15
Real Name: Javier
Company: Lipesa

Notification After Generic Agent

Post by batemanj » 07 Sep 2017, 23:33

Hi Everyone!

We have a 5.0.15 OTRS ... working fine so far.
However I found an issue and I can't find out the issue.

A ticket is created on Queue A with Service X .... no problem
Generic Agent (triggered by TicketCreate) moves the ticket from Queue A to Queue B (and modify some other values, such as owner, SLA, lock?
That part works just fine

Image

So far, this is working with several Generic Agents I have (around 10)

The issue is that that last event "TicketDynamicFieldUpdate" suppose to trigger a Notification.
It works with ALL Notifications, except 1.
The Notification that isn't working, I even copied-paste it from another one that is working. Still no working.

The only different thing for both notifications is the owner/destination for the notification.

It even works if I change that "Notificado" field manually (from Agent Free Text window). When I change it, it sends the notification. But when the Generic Agent does it, it doesn't send the notification.

I don't know what else to try.

Your help is reaaaaaaaly welcome

Thanks!

rainerb
OTRS newbie
Posts: 4
Joined: 15 Sep 2017, 09:30
OTRS Version?: 5.0.11

Re: Notification After Generic Agent

Post by rainerb » 15 Sep 2017, 14:07

Hi,
I've got the same Problem. I hope anybody can help...

I even tried to send an email via customer module in the generic Agent, but until now I doesn't work yet.

Best regards
Rainer

poncho
OTRS newbie
Posts: 18
Joined: 03 Apr 2013, 16:41
OTRS Version?: 3 & 6

Re: Notification After Generic Agent

Post by poncho » 28 Aug 2018, 16:48

This seems to be a general problem. In OTRS 6.0.9 this issue still exists.

reneeb
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OTRS Version?: 3.3.x
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Re: Notification After Generic Agent

Post by reneeb » 28 Aug 2018, 18:33

Did you enable "Sending notifications" in your Generic Agent? If this isn't enabled, the event isn't triggered...
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christianclavet
OTRS newbie
Posts: 35
Joined: 27 Aug 2018, 13:50
OTRS Version?: Community
Real Name: Christian Clavet
Company: Tact Group

Re: Notification After Generic Agent

Post by christianclavet » 14 Sep 2018, 20:58

Hi!
Can you check the ticket history? You should see if the notification was triggered. Also your user might have unsubscribed from the queue. I would check the users preference to be sure the queue is in the subscribe list.
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