New Message Alert not working if update enters via pipe

jedux

Hi all, I am currently having a weird issue with my osticket installation.
OS: Ubuntu 20.04.4 LTS
Apache2
Php 7.4

I am ingesting emails via pipe (with postfix). Inbound emails are working, tickets are being created and "New ticket alert" are being sent. What is not working are "New Message Alert" for the messages sent by email, if the user adds a comment via web, the assigned agent gets the email notification, but if the user replies via email the update gets to the ticket but no alert is sent to the agent.

Is there any difference in the configuration for New message alerts between web updates and email (pipe) updates? I also reviewed email configuration deeply, the php mail function and the smtp options works. No error in the logs either.

Alerts and notices settings:

ntozier

There isn't a configuration different between a User emailing vs updating a ticket via ui.
Out of curiosity is the agent in this case also the same user?

jedux

Hi, yes I am using the same agent and the same ticket where the user sends the updates.

I've also added a 2nd email account but instead of pipe, I used IMAP, and in that case new message alerts are working. I used this email in the same org as the one with the pipe. Its really weird.

Anything I can add in the pipe to debug it? or any hint on how to follow the code?

help: "|/usr/bin/php -q /var/www/help/upload/api/pipe.php"

ntozier

@KevinTheJedi can you take a look at this?

KevinTheJedi

@jedux

You can start debugging here:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3215

Cheers.

jedux

I give up, changing the language also seems to brake notifications without errors or way to figure what is broken.

KevinTheJedi

jedux

There were no significant changes other than security patches for 1.15.x. Strange that it would all of a sudden break. There would definitely be errors logged somewhere.

Cheers.