[Solved] No mail notification for Technician

QOS · 2011-06-17 20:26:31

Hello,

I'm quite new to glpi. Currently I'm using 0.80. Before I was using 0.78.3

I have noticed when new ticket is assigned by automatic rule, techinician in charge of the ticket doesn't receive the mail and "Email Follow-ups:" is set to No in the ticket.
But when rule assign the ticket also to the group and the technician is in this group He receive the mail and "Email Follow-ups:" is set to Yes.

Why it's like that ?

Is it by default ?

Thanks.

yllen · 2011-06-20 09:05:53

Verify the receivers of notification

QOS · 2011-06-20 10:57:07

Hello,

thanks for Your answer. My recipents looks ok.

In Setup -> Notifications -> New ticket event - in Recipents section I have on the right side:

Technician in charge of the ticket
Requester
Group in charge of the ticket
Watcher

In Rules -> Business Rules for tickets I have created a rule that when category (class) is .... Action is "Assigned to - Technician" Assign ...

and that rule is ok because ticket is assigned to the person but the assigned person doesn't receive the email.

But if I add a rule that the ticket is assigned to the group of peple that works perfectly. All people from the group receive the email.

In 0.78.3 there was no such problem.

yllen · 2011-06-20 14:28:52

You technician in charge of the ticket has an email in this settings ?

QOS · 2011-06-20 14:38:40

Yes of course it has.

There is no problem when the ticket is assigned to the Group of people. All it's members receive the email.
I have tested it with several users.

QOS · 2011-06-21 13:16:06

So could You confirm is this a bug in GLPI or it's only my case ?
I have upgraded from 0.78.3. Generally notifications are working except this one.

But without notifications to assigned person it's no use.

I'd like to know it before I start to use it in production.

Thanks.

informatiquepadr · 2011-07-06 10:24:28

Hello,

We have the very same problem.

Every time a ticket is assigned to a group, every user in the group receives the email.
However, every time a ticket is assigned to a user, he doesn't received anything.

Please note that in every case, the requester receives an email.

Email addresses are correct and working, as shown in the first case.

Is this a bug ?

Regards,
Guillaume.

arminel · 2011-07-06 15:12:13

Hello,

I can confirm that we experience the same issue. The technician doesn't receive the email notification from the glpi system.

somersetit · 2011-07-06 22:42:43

I am seeing the same issue in 0.80.0. Admin gets the email, but the requester and tech both have follow-ups set to no on the ticket.

arminel · 2011-07-07 08:59:35

If you put the technician in the TO / CC of the email he will receive the email from the glpi system. But that doesn't solve the problem where there are multiple technicians working in glpi.

remi · 2011-07-07 09:46:53

See https://forge.indepnet.net/issues/2960
And try the fix.

informatiquepadr · 2011-07-07 11:55:01

Hello,

I tried the fix by adding the "diff" in the file /var/www/glpi/inc/ticket_user.class.php :
function prepareInputForAdd($input) {
/// TODO delete on 0.83
if (!isset($input['use_notification'])) {
$input['use_notification'] = 1;
}
return $input;
}

I restarted the server, but the problem is still here.
The fix seems to solve an issue where the mail following is not set to "yes" when assigned automatically by a rule, which is not my issue.

The issue encoutered is that when I manually create and assign a ticket to a technician, the mail notification is correctly set to "yes" automatically and the technician has a valid email address, but he does not receive any notification.

The mail format is not common, it is something like "service##username@mydomain.fr", managed by a Lotus server.
However these mail addresses work fine for the requester, and also for the technician when assigned to a group of users.
Hence I saying the email addresses work fine with GLPI.

The issue is somewhere else, but I don't know what to check.

Regards,
Guillaume.

Last edited by informatiquepadr (2011-07-07 11:56:40)

QOS · 2011-07-07 16:43:31

Hello,

I've tested this fix with automatic assignement rules and YES notification is sent to technician.

Thanks

somersetit · 2011-07-07 22:26:37

Too bad that patch did not work for you. I found that last night and it appears to have solved my issues. Not sure what else to have you look at.

Are any emails being sent? I am the admin on the system and I get a copy of every ticket right now. Does the admin of your system get an email even though the tech does not?

informatiquepadr · 2011-07-08 09:38:30

Hello,

In the IT service, we all have the "super-admin" profile, there is no dedicated technician.

Emails are sent to the requester of the ticket, even if it is one of the IT group (hence I'm sure the mail addresses are correct and working). What puzzled me is that if we assign the ticket to a group (where we are) we receive the notification!

I'll try to set one of us as a technician profile, and will keep you informed.

Guillaume.

informatiquepadr · 2011-07-08 11:10:30

Solution found ..

We weren't receiving email notifications because we were in the "super-admin" profile.

As soon as I moved our accounts to the "admin" profile instead, everything works fine.

I'm happy to have a fully working ticket system now, I hope this solution can help someone else

Thanks for your support.
Regards,
Guillaume.

Last edited by informatiquepadr (2011-07-08 11:10:48)

informatiquepadr · 2011-07-08 11:50:01

Now all users in the "admin" profile receive notifications, even if they are not assigned to them.

Am I allowed to scratch my head against a wall ?

informatiquepadr · 2011-07-08 12:49:19

Ok I figured it out.

I had to modify the notifications (in Configuration) to send one to the technician in charge of the ticket, and not to the admin profile, like it was configured by default.

Guillaume.

JMD · 2011-07-08 19:04:06

I close

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#1 2011-06-17 20:26:31

[Solved] No mail notification for Technician

#2 2011-06-20 09:05:53

Re: [Solved] No mail notification for Technician

#3 2011-06-20 10:57:07

Re: [Solved] No mail notification for Technician

#4 2011-06-20 14:28:52

Re: [Solved] No mail notification for Technician

#5 2011-06-20 14:38:40

Re: [Solved] No mail notification for Technician

#6 2011-06-21 13:16:06

Re: [Solved] No mail notification for Technician

#7 2011-07-06 10:24:28

Re: [Solved] No mail notification for Technician

#8 2011-07-06 15:12:13

Re: [Solved] No mail notification for Technician

#9 2011-07-06 22:42:43

Re: [Solved] No mail notification for Technician

#10 2011-07-07 08:59:35

Re: [Solved] No mail notification for Technician

#11 2011-07-07 09:46:53

Re: [Solved] No mail notification for Technician

#12 2011-07-07 11:55:01

Re: [Solved] No mail notification for Technician

#13 2011-07-07 16:43:31

Re: [Solved] No mail notification for Technician

#14 2011-07-07 22:26:37

Re: [Solved] No mail notification for Technician

#15 2011-07-08 09:38:30

Re: [Solved] No mail notification for Technician

#16 2011-07-08 11:10:30

Re: [Solved] No mail notification for Technician

#17 2011-07-08 11:50:01

Re: [Solved] No mail notification for Technician

#18 2011-07-08 12:49:19

Re: [Solved] No mail notification for Technician

#19 2011-07-08 19:04:06

Re: [Solved] No mail notification for Technician

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