OTRS 5.0.8 Agent ticket notification not working

[otrspb]

After upgrade otrs from 4.0.14 to 5.0.5 all agent notifications via email (such as ticket create notification, ticket new note notification,
ticket owner update notification) not working. Users notifications works well. Any idea why and how solve issue ?

[jnelson]

It's been moved into agent configuration screen (Wheel icon top left corner). I have looked but have not been able to find a setting in SysConfig to force it.

notifications.JPG

[jojo]

you can activate a notificaton in the notification management itself

[otrspb]

I think my configuration is properly, please look at screenshots.

[otrspb]

I copy a ticket notifications from fresh installation, and this does not help. Still no fix.

[otrspb]

After upgrade to v 5.0.6 notifications still not working.

[jojo]

well for me and loads of others it is working. So check your logs, try with different email addresses, check your mailserver logs etc.
Additionally commercial support/consulting might be useful

[peternord]

Hi there,

I encounter a similar issue. I doubt it's due to the mailserver or email adress itself. The agents email address is the same as the one I put into additional recipient email addresses.

notification_issue.png

[peternord]

I solved my issues with notifications. There is a second email address used only for notification. See here:
viewtopic.php?f=62&t=31681

[otrspb]

Thanks for your replies. I checked both solutions and both does not help.
Now i'm on ver. 5.0.8 and notifications for agents still not work.

In last upgrade (from 5.0.6 to 5.0. i had this error:

There was an error executing Execute() in Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch: Error: Unable to register the process in the database. Is another instance still running?

But when i run command

sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid

error disappear and email fetching work fine. Maybe this error is connected with my issue, or maybe not because customer notification work well.

This fix too not help: http://bugs.otrs.org/show_bug.cgi?id=11894

I export my notification so you can check them.

OTRS.zip

For now, we learn to live without notifications.

[otrspb]

Hi, my issue still exist. So i trying repeat upgrade steps. when i run scripts OTRS-DBUpdate-to-5.pl i got these errors:

Mon Apr 25, 2016 8:54:26 p.m. error OTRS-DBUpdate-to-5.pl-37 ERROR: column "subject" does not exist
Mon Apr 25, 2016 8:54:26 p.m. error OTRS-DBUpdate-to-5.pl-37 ERROR: column "charset" does not exist
Mon Apr 25, 2016 8:54:26 p.m. error OTRS-DBUpdate-to-5.pl-37 ERROR: column "charset" does not exist

Orginal log output:

LINIA 1: SELECT charset FROM auto_response
^, SQL: 'SELECT charset FROM auto_response'
[Mon Apr 25 20:54:26 2016][Error][main::_MigrateCharsetAndDeleteCharsetColumnsNotificationEvent][585] BŁĄD: kolumna "charset" nie istnieje
LINIA 1: SELECT charset FROM notification_event
^, SQL: 'SELECT charset FROM notification_event'
[Mon Apr 25 20:54:26 2016][Error][main::_MigrateEventNotificationsToMultiLanguage][713] BŁĄD: kolumna "subject" nie istnieje
LINIA 1: SELECT subject, text, content_type FROM notification_event
^, SQL: 'SELECT subject, text, content_type FROM notification_event'

maybe they are connected with my problems

[otrspb]

Ok i have clue, notifications are not sent to agents, because systems email address match agents email address.... Any idea how solve this crap?

[jojo]

set correct non system addresses for the agents (personal ones)

[otrspb]

if i change system addresses or agent email, notifications start working, but our agents must use an personal email address per queue...

[jojo]

why should the agent use personal addresses?

The intented setup of OTRS would be:

- Customer sends mail to systemm address which opens a ticket in a queue or attachs the mail to an existing ticket
- Agent receives a notification in his personal mailbox
- Agents repiles to customer using the OTRS webinterface, so the customer receives an email sent by system sender

[otrspb]

Before upgrade to v 5.x we used v4.0.13 and this configuration working well.

Our mail flow looks like:


1) Customer sends mail to system address which opens a new ticket in general queue where all agents have access
2) If agent decide to take tiket, he move this ticket to his personal queue
3) Next agent send initial reply to ticket. He from his personal email addres and signature assigned to queue.
3) If customer reply for ticket to an personal agent email address keeping the subject of the message, mail server rule will forward this mail from agent peronal mailbox to system mailbox, then otrs download this mail and assign to ticket via ticket subject
4) Because a mail forward rule work only with ticket hook in message subject, agent receive notifications without mail loop.

I care about maintaining the functionality.

[jojo]

well, personal queues can bve considered as bad design. So actually there would be no way beside changing the code.