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Duplicate agent notification on a created ticket #477
Comments
@schnudd31do3 Please also share the (redacted) ticket history |
@schnudd31do3 How looks the Events and Recipients part od the notification? |
We experienced a similiar problem after upgrading from 6.0.48 LTS to 6.5.2 LTS documented at: #422 which was worked around by changing the event from |
@schnudd31do3 Are the ticket notification part of the ticket history? Please also share your ticket notification. |
@rkaldung: Sorry for delayed answer. I was not in the office. The ticket notification is not part of the ticket history because all responding for this special ticket-creator (sender email address) is disabled. |
@tgurr : Thanks for your hint. For the first step it worked. I keep on observing and I will respond later for a final report. |
@tgurr : Your solution solved my problem. I guess it is a bug, because I observed it only in combination with no-answering to the customer. I don't have this when the system answeres to the customer normaly, e. g. when a ticket was created. |
@schnudd31do3 If there is an agent notification sent it's visible in the ticket history, except you have modified the code. "Has been created in queue..." looks pretty familiar like a new ticket created notification. If this e-mail is sent twice then there must be two entries in the ticket history. Each one is mentioned with the ticket notification's name. See red marked area in the example: My questions: |
@rkaldung As I wrote, the difference makes switching from NotificationNewTicket to TicketCreate. With no other configuration change, except the TicketCreate, the notifications was not sent twice. And, I did not modify any code. |
Environment
Expected behaviour
Sending only one notification on created ticket
Actual behaviour
Duplicate agent notification on a created ticket from the queue in where the ticket was created
How to reproduce
Steps to reproduce the behavior:
Set a specific email sender address which must be not informed by auto responses
Sys config: SendNoAutoResponseRegExp
A generic agent converts the tickets in a process ticket. The agent notification in it is enabled.
Additional information
When disabling the agent notification in this generic agent, NO agent notification is sent on created tickets.
But: Agents and customers are informed correctly by the ticket created information, when the ticket sender address is NOT in the list frm SendNoAutoResponseRegExp
Screenshots
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