Issue in notifications

Technical assistance
1

Infos:

  • Used Zammad version: This is Zammad version 3.1.0
  • Used Zammad installation source: source
  • Operating system: Ubuntu 16.04 (server)
  • Browser + version: Mozilla Firefox

Expected behavior:

  • after creating a new ticket or new user that update should get notify on zammad bird (pop up) of ticket creation or user creation.

Actual behavior:

  • Even after creating new user or ticket i am not getting any notification of new user or ticket creation (pop up). I have also configured elasticsearch with zammad
2

If YOU are creating a new ticket, you’ll not receive any notifications about this.
If another agent did and you’re member if the group, you will depending on your notification settings (by default you will)

You will not receive any notifications upon user creations (that’s no functionality of Zammad).

3

Actually i am not getting any kind of notification on zammad bird. even after being the member of same group i am not getting any notification.

4

It’s possible that by default your installation tries to use sendmail.
Got to Admin-Settings (gear left bottom) and then to (Channels) E-Mail.

You can find a notification channel there which is a different account from what receives and sends emails in customer terms.

Edit:
If this still doesn’t help:
Please provide logfiles and give us a hint what you’re exactly doing (as who, step by step) so we can understand what’s happening.

6

vim /opt/zammad/log/production.log

I, [2019-08-12T15:20:38.957598 #4093-47309402711020]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1565603421722"}
I, [2019-08-12T15:20:39.002962 #4093-47309404792720]  INFO -- : Completed 200 OK in 53ms (Views: 0.8ms | ActiveRecord: 15.2ms)
I, [2019-08-12T15:20:39.025619 #4093-47309402711020]  INFO -- : Completed 200 OK in 67ms (Views: 0.8ms | ActiveRecord: 15.3ms)
I, [2019-08-12T15:20:39.094448 #4093-47309404791980]  INFO -- : Started GET "/api/v1/ticket_stats?user_id=9&organization_id=&_=1565603421723" for 127.0.0.1 at 2019-08-12 15:20:39 +0530
I, [2019-08-12T15:20:39.138230 #4093-47309404791980]  INFO -- : Processing by TicketsController#stats as JSON
I, [2019-08-12T15:20:39.138522 #4093-47309404791980]  INFO -- :   Parameters: {"user_id"=>"9", "organization_id"=>"", "_"=>"1565603421723"}
I, [2019-08-12T15:20:39.381710 #4093-47309404791980]  INFO -- : Completed 200 OK in 243ms (Views: 24.0ms | ActiveRecord: 66.2ms)
I, [2019-08-12T15:20:39.531810 #4093-47309404791980]  INFO -- : Started GET "/api/v1/ticket_stats?user_id=7&organization_id=&_=1565603421724" for 127.0.0.1 at 2019-08-12 15:20:39 +0530
I, [2019-08-12T15:20:39.554999 #4093-47309404791980]  INFO -- : Processing by TicketsController#stats as JSON
I, [2019-08-12T15:20:39.555240 #4093-47309404791980]  INFO -- :   Parameters: {"user_id"=>"7", "organization_id"=>"", "_"=>"1565603421724"}
I, [2019-08-12T15:20:39.699845 #4093-47309340446920]  INFO -- : Started GET "/api/v1/text_modules/?full=true&_=1565603421725" for 127.0.0.1 at 2019-08-12 15:20:39 +0530
I, [2019-08-12T15:20:39.732463 #4093-47309340446920]  INFO -- : Processing by TextModulesController#index as JSON
I, [2019-08-12T15:20:39.732766 #4093-47309340446920]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1565603421725"}
I, [2019-08-12T15:20:39.798465 #4093-47309340446920]  INFO -- : Completed 200 OK in 65ms (Views: 0.7ms | ActiveRecord: 18.2ms)
I, [2019-08-12T15:20:39.926130 #4093-47309404791980]  INFO -- : Completed 200 OK in 371ms (Views: 35.9ms | ActiveRecord: 93.5ms)
I, [2019-08-12T15:20:39.945708 #4093-47309404791980]  INFO -- : Started GET "/api/v1/ticket_customer?customer_id=9&_=1565603421726" for 127.0.0.1 at 2019-08-12 15:20:39 +0530
I, [2019-08-12T15:20:39.971679 #4093-47309404791980]  INFO -- : Processing by TicketsController#ticket_customer as JSON
I, [2019-08-12T15:20:39.971988 #4093-47309404791980]  INFO -- :   Parameters: {"customer_id"=>"9", "_"=>"1565603421726"}
I, [2019-08-12T15:20:39.984804 #4093-47309340446920]  INFO -- : Started GET "/api/v1/tickets/25?all=true&_=1565603421727" for 127.0.0.1 at 2019-08-12 15:20:39 +0530
I, [2019-08-12T15:20:40.036607 #4093-47309340446920]  INFO -- : Processing by TicketsController#show as JSON
I, [2019-08-12T15:20:40.036821 #4093-47309340446920]  INFO -- :   Parameters: {"all"=>"true", "_"=>"1565603421727", "id"=>"25"}
I, [2019-08-12T15:20:40.094873 #4093-47309404791980]  INFO -- : Completed 200 OK in 123ms (Views: 13.3ms | ActiveRecord: 48.3ms)
I, [2019-08-12T15:20:40.317042 #4093-47309404791980]  INFO -- : Started GET "/api/v1/text_modules/?full=true&_=1565603421728" for 127.0.0.1 at 2019-08-12 15:20:40 +0530
I, [2019-08-12T15:20:40.377738 #4093-47309376087040]  INFO -- : Started GET "/api/v1/templates/?full=true&_=1565603421729" for 127.0.0.1 at 2019-08-12 15:20:40 +0530
I, [2019-08-12T15:20:40.387411 #4093-47309340446920]  INFO -- : Completed 200 OK in 350ms (Views: 34.8ms | ActiveRecord: 97.5ms)
I, [2019-08-12T15:20:40.397914 #4093-47309404791980]  INFO -- : Processing by TextModulesController#index as JSON
I, [2019-08-12T15:20:40.401339 #4093-47309404791980]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1565603421728"}
I, [2019-08-12T15:20:40.412805 #4093-47309376087040]  INFO -- : Processing by TemplatesController#index as JSON
I, [2019-08-12T15:20:40.413022 #4093-47309376087040]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1565603421729"}
I, [2019-08-12T15:20:40.454314 #4093-47309404791980]  INFO -- : Completed 200 OK in 53ms (Views: 0.7ms | ActiveRecord: 12.1ms)
I, [2019-08-12T15:20:40.463047 #4093-47309376087040]  INFO -- : Completed 200 OK in 50ms (Views: 0.6ms | ActiveRecord: 16.9ms)
I, [2019-08-12T15:20:41.929818 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/46" for 127.0.0.1 at 2019-08-12 15:20:41 +0530
I, [2019-08-12T15:20:41.949273 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:41.949661 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Ticket-26", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"433407756"}}, "params"=>{"ticket_id"=>"26", "init"=>true}, "prio"=>10, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-10T10:35:38.249Z", "id"=>"46"}
I, [2019-08-12T15:20:42.155597 #4093-47309404792720]  INFO -- : Completed 200 OK in 206ms (Views: 1.9ms | ActiveRecord: 13.4ms)
I, [2019-08-12T15:20:42.283591 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/57" for 127.0.0.1 at 2019-08-12 15:20:42 +0530
I, [2019-08-12T15:20:42.299624 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:42.299918 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Ticket-31", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"162245089"}}, "params"=>{"ticket_id"=>"31", "article_id"=>"36", "init"=>true}, "prio"=>16, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-09T09:57:35.937Z", "id"=>"57"}
I, [2019-08-12T15:20:42.423082 #4093-47309404792720]  INFO -- : Completed 200 OK in 123ms (Views: 1.7ms | ActiveRecord: 10.2ms)
I, [2019-08-12T15:20:42.545657 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/67" for 127.0.0.1 at 2019-08-12 15:20:42 +0530
I, [2019-08-12T15:20:42.563529 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:42.563881 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Ticket-2", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"433295754"}}, "params"=>{"ticket_id"=>"2", "init"=>true}, "prio"=>26, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-10T10:34:07.590Z", "id"=>"67"}
I, [2019-08-12T15:20:42.689227 #4093-47309404792720]  INFO -- : Completed 200 OK in 125ms (Views: 1.8ms | ActiveRecord: 12.1ms)
I, [2019-08-12T15:20:42.727378 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/71" for 127.0.0.1 at 2019-08-12 15:20:42 +0530
I, [2019-08-12T15:20:42.748653 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:42.749100 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Search", "client_id"=>"123", "callback"=>"Search", "state"=>{"query"=>"ticket creation", "model"=>"KnowledgeBaseAnswerTranslation"}, "params"=>{"query"=>"cti ", "init"=>true}, "prio"=>30, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-07T10:08:20.241Z", "id"=>"71"}
I, [2019-08-12T15:20:42.842346 #4093-47309404792720]  INFO -- : Completed 200 OK in 93ms (Views: 1.7ms | ActiveRecord: 8.8ms)
I, [2019-08-12T15:20:42.928665 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/72" for 127.0.0.1 at 2019-08-12 15:20:42 +0530
I, [2019-08-12T15:20:42.946502 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:42.946847 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Ticket-30", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"262764247"}}, "params"=>{"ticket_id"=>"30", "init"=>true}, "prio"=>31, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-09T08:22:02.460Z", "id"=>"72"}
I, [2019-08-12T15:20:43.094198 #4093-47309404792720]  INFO -- : Completed 200 OK in 147ms (Views: 1.9ms | ActiveRecord: 13.2ms)
I, [2019-08-12T15:20:43.148998 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/73" for 127.0.0.1 at 2019-08-12 15:20:43 +0530
I, [2019-08-12T15:20:43.167855 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:43.168198 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Ticket-29", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"264307027"}}, "params"=>{"ticket_id"=>"29", "init"=>true}, "prio"=>32, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-10T10:32:47.784Z", "id"=>"73"}
I, [2019-08-12T15:20:43.257342 #4093-47309404792720]  INFO -- : Completed 200 OK in 89ms (Views: 1.5ms | ActiveRecord: 11.7ms)
I, [2019-08-12T15:20:43.392967 #4093-47309404792720]  INFO -- : Started PUT "/api/v1/taskbar/77" for 127.0.0.1 at 2019-08-12 15:20:43 +0530
I, [2019-08-12T15:20:43.408294 #4093-47309404792720]  INFO -- : Processing by TaskbarController#update as JSON
I, [2019-08-12T15:20:43.408566 #4093-47309404792720]  INFO -- :   Parameters: {"key"=>"Ticket-25", "client_id"=>"123", "callback"=>"TicketZoom", "state"=>{"ticket"=>{}, "article"=>{"form_id"=>"268316730"}}, "params"=>{"ticket_id"=>"25", "init"=>true}, "prio"=>36, "notify"=>false, "active"=>false, "attachments"=>[], "updated_at"=>"2019-08-08T13:19:02.840Z", "id"=>"77"}
I, [2019-08-12T15:20:43.502429 #4093-47309404792720]  INFO -- : Completed 200 OK in 94ms (Views: 2.7ms | ActiveRecord: 10.5ms)

Email configuration is like this: (Admin -> channels -> E-mail)

Screenshot%20from%202019-08-12%2015-17-50
Screenshot from 2019-08-12 15-17-50.png1366×768 160 KB

7

Your logfile doesn’t contain any notification remarks, but that’s because you or better a customer (that is not the agent account you’re trying to get notifications from) didn’t create a ticket at that moment.

Please note that most mail servers might not allow you to send as *@localhost to other systems.
If sendmail is no good option for you, you can also change the notification account to “smtp”.

Another remark: Ensure that the mail address of your agent doesn’t get fetched by Zammad, because if you do, you’ll never see those notifications by mail.

Also these are the default notification settings in Zammad:

image
image1271×732 35.4 KB

You can check yours by clicking on your avatar (left icon on the buttom) going to profile → notifications.

8

Okay thanks for this info , but i am not getting any kind of notification (pop up) on my zammad bird too. Because as per my knowledge this notification is different from email notification. Please suggest me about this.

thank you

9
  • Login as customer or another agent
  • create a new ticket in a group your original agent has full rights in
  • log off and log back in as original agent
  • your birdie should have notifications
10

Yes i did the same , still not getting any notification

11

Now i got the notification but after 1 day, and ideally notification of ticket creation should come on the same time. So now what should i do for this.

thank you

12

Please provide your systems hardware configuration:

  • number of CPU cores
  • CPU type (and it’s clock speed)
  • RAM
  • storage underneath your system

Also, please provide the output of the following command:
rails r 'p Delayed::Job.count

This sounds like your system is lacking steam, are you the only one testing this?
Another legit issue can be greylisting on the system that does receive the mails (or on the way to that system).

Ensure that the system Zammad lifes on can sent mails somewhat near to “instantly”. If it can, the issue might be a performance issue on Zammads end. But debugging that needs input. :slight_smile:

13

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