On state change event

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jjeffman
Posts: 91
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Location: Porto Alegre, Brazil

On state change event

Postby jjeffman » Fri Dec 18, 2015 5:32 pm

Hello Artem,

I am using Etraxis − Version 3.6.6 and I have email notifications enabled.

I am receiving an email whenever a new ticket is created. Does the Etraxis system send emails when the ticket status has changed ?

Thenk you very much.
Best regards.

Jayme Jeffman

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Artem
eTraxis Support
Posts: 227
Joined: Mon Sep 15, 2008 2:51 am
Location: Auckland, New Zealand
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Re: On state change event

Postby Artem » Sun Dec 20, 2015 7:57 pm

Hello Jayme,

Regarding notifications - users always receive notification about records they have been assigned or working on, no matter whether they have corresponding subscription. The notification about some event is sent to a person in any of following cases:
  1. A person is an author of the record. So, author of the record receives notifications for all events of this record.
  2. A person is a current responsible of the record. User, assigned to the record, receives notifications for all events of this record until it is assigned on somebody else.
  3. A person has a personal subscription, which is created to receive notifications about events of this particular type, and the subscription is activated.
  4. A person has been subscribed to this particular record by another person. If someone (let's name him John) thinks that another one (let him be Dan) might be interested in the record, then John can press "Subscribe others" button in the record, choose Dan in the list of users, and press "OK". After that Dan will receive notification that he was subscribed to the record #xxx by John. Since that moment Dan will receive notifications of all events of this record, until he unsubscribes himself. Also, anyone can subscribe himself by clicking "Subscribe" button (and unsubscribe back at any time later). This is similar to "Watchers" feature in other tools, just named differently.
The only exception from these cases is when a person is originator of the event. It means that you never receive notification about actions, which are made by yourself.
Best regards,
Artem

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jjeffman
Posts: 91
Joined: Thu Dec 08, 2011 1:05 pm
Location: Porto Alegre, Brazil

Re: On state change event

Postby jjeffman » Mon Dec 21, 2015 11:21 am

Thank you very much for answering me.

As a matter of fact the email I am receiving has not been sent by Etraxis, but by my own code attached to Etraxis (viewtopic.php?f=3&t=36 ).

I do not know why I am not receiving email notifications from Etraxis although I have them enabled.

Could you please help me to find out why Etraxis is failing on sending emails ?
Best regards.

Jayme Jeffman

User avatar
jjeffman
Posts: 91
Joined: Thu Dec 08, 2011 1:05 pm
Location: Porto Alegre, Brazil

Re: On state change event

Postby jjeffman » Mon Dec 21, 2015 12:17 pm

Hello Artem,

Bellow there is a piece of code copied from the Email Notification area of Etraxis config.php file :

Code: Select all

#-------------------------------------------------------------------------------
#  Email Notifications
#-------------------------------------------------------------------------------

/**#@+
 * See {@link http://code.google.com/p/etraxis/wiki/EmailNotifications online documentation} for details.
 */
define('EMAIL_NOTIFICATIONS_ENABLED', 2);
define('EMAIL_ATTACHMENTS_MAXSIZE',   0);
/**#@-*/

#-------------------------------------------------------------------------------
#  SMTP Settings
#-------------------------------------------------------------------------------

/**#@+
 * See {@link http://code.google.com/p/etraxis/wiki/SMTPSettings online documentation} for details.
 */
define('SMTP_SERVER_NAME',    'smtp.sulenge.com.br');
define('SMTP_SERVER_PORT',    25);
define('SMTP_SERVER_TIMEOUT', 5);
define('SMTP_USERNAME',       '********@sulenge.com.br');
define('SMTP_PASSWORD',       '*********');
define('SMTP_MAILFROM',       '********@sulenge.com.br');
define('SMTP_USE_TLS',        0);
/**#@-*/
I can send emails using the same email account, password and port through the smtp.sulenge.com.br server. That is how I am receiveing an email when a record is created on Etraxis.

I would not like to have to change the php.ini because the email sender is not always the same.

Thank you very much.
Best regards.

Jayme Jeffman

User avatar
jjeffman
Posts: 91
Joined: Thu Dec 08, 2011 1:05 pm
Location: Porto Alegre, Brazil

Re: On state change event

Postby jjeffman » Mon Dec 21, 2015 6:04 pm

Hello Artem,

We have tried Etraxis using another user and the email was sent, so it is not an Etraxis problem, but I might have a wrong email address.

Thank you very much.
Best regards.

Jayme Jeffman

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Artem
eTraxis Support
Posts: 227
Joined: Mon Sep 15, 2008 2:51 am
Location: Auckland, New Zealand
Contact:

Re: On state change event

Postby Artem » Thu Dec 24, 2015 4:52 am

Hello Jayme,

Glad to hear you've got it sorted!
Best regards,
Artem


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