It has been reported by at least two users that OTRS ticket notifications, that used to work in the past, do no longer appear since perhaps april or May 2019.
It has also been reported that for at least one more user the notifications work correctly.
What can be the reason, and how can this function be restored?
The notifications appear to be sent:
From otrs-bounce@wikimedia.org Sun Jun 02 08:02:02 2019
From: OTRS Notifications <otrs@ticket.wikimedia.org>
ticket.wikimedia.org is a CNAME to dyna.wikimedia.org, which has no MX record and does not listen at port 25. Can this be part of the issue? Is there a history of the DNS files which shows any change a few weeks ago?
I am one of the two users who has currently a problem with OTRS ticket notifications.
The preferences offer two options which are related to this problem:
Both were active in my preferences since years but recently I got many follow-up notifications for tickets I am not involved with. One example is Ticket#2019021810009099. The notification can be seen in the history of this ticket:
https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketHistory;TicketID=10995106
I've then decided to de-select the second option. Since then I do not receive any notifications, including those for tickets which are associated with me. Example: Ticket#2019060710002288. The history does not include any notification email sent to me:
https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketHistory;TicketID=11092358
How do I have to configure my OTRS preferences such that I get follow-up notifications for tickets associated with me but not for others? This worked in the past flawlessly for many years.
(This is not a problem with delivery and spam folders etc. as every notification sent out is recorded in the history of the tickets. If there is no log entry for a notification, then we do not need to look for one.)
Looking at the OTRS changelog for versions 5.0.x, I can't say I see anything obvious that would explain this behavior. But I concur that given the tickets above, this probably isn't infrastructure related