Agents not getting notifications on when new tickets are created

Moderator: crythias

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

Agents not getting notifications on when new tickets are created

Post by albercuba » 14 Sep 2018, 15:00

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.

User avatar
christianclavet
OTRS expert
Posts: 75
Joined: 27 Aug 2018, 13:50
OTRS Version?: Community
Real Name: Christian Clavet
Company: Tact Group

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

Post by christianclavet » 14 Sep 2018, 20:05

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

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

Post by albercuba » 17 Sep 2018, 12:18

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
OTRS guru
Posts: 2527
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

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

Post by wurzel » 17 Sep 2018, 13:11

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)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

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

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

    Post by albercuba » 17 Sep 2018, 14:02

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

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

    Post by albercuba » 17 Sep 2018, 14:16

    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

    User avatar
    christianclavet
    OTRS expert
    Posts: 75
    Joined: 27 Aug 2018, 13:50
    OTRS Version?: Community
    Real Name: Christian Clavet
    Company: Tact Group

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

    Post by christianclavet » 17 Sep 2018, 15:01

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

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

    Post by albercuba » 17 Sep 2018, 15:06

    Hi Christian,

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

    I haven't changed that. Weird

    User avatar
    christianclavet
    OTRS expert
    Posts: 75
    Joined: 27 Aug 2018, 13:50
    OTRS Version?: Community
    Real Name: Christian Clavet
    Company: Tact Group

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

    Post by christianclavet » 18 Sep 2018, 19:19

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

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

    Post by albercuba » 19 Sep 2018, 07:55

    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>

    User avatar
    christianclavet
    OTRS expert
    Posts: 75
    Joined: 27 Aug 2018, 13:50
    OTRS Version?: Community
    Real Name: Christian Clavet
    Company: Tact Group

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

    Post by christianclavet » 19 Sep 2018, 14:28

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

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

    Post by albercuba » 21 Sep 2018, 13:43

    Hi Christian,

    ok I am going to check.

    What happens if the body is shorter than 30 characters?

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

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

    Post by albercuba » 21 Sep 2018, 13:52

    Well I wrote a test ticket with more than 30 characters and I got the same error

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

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

    Post by albercuba » 21 Sep 2018, 14:32

    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