How to debug email send log from osTicket

smallfish

Hi,

My osTicket version is v1.15.4, OS:Centos 7.9.2009, PHP: 7.4.28, Apache: 2.4.6.

Admin panel-->Emails-->Settings-->Default MTA: Use PHP mail function.

Yesterday I meet a email issue in one of ticket, one of email not send to end user successfuly.

1.A end user send a ticket to ticket system via email at 10:50AM, the agent received the ticket create email and replied from email at 11:02, end user received the agent reply and replied again at 11:15.

2.Agent received the end user email and replied again at 11:20, but end user not received the email, and agent replied the email again to end user at 11:30, the end user received the email which sent from 11:30.

3.I checked the ticket from osTicket web and I can saw the complete reply information both agent and end user, the email server not found log from agent at 11:20 but others send logs are ok.

Summary, all of the information in the osTicket system web, end user not received one of email from agent, the email server not send the email to end user at that moment.

So I'd like to know how can I check the osTicket system log to find what happend at that moment? I not enable debug before so nothing in the system logs.

Please advise, thank you so much.

smallfish

Another question:
How can I add/setup agent email as CC when agent reply ticket via email every time? So agent may know the email whether send successfully.

KevinTheJedi

smallfish

You can set your error logs to debug and retest. If there are no errors logged then there most likely weren't any log-able errors. You really need to configure SMTP so that mail gets sent through your mail server rather than PHPMailer. PHPMailer should only be used as a fallback unless you have properly configured PHPMailer on the server.

Once you setup SMTP you will need to update your Default MTA so that if any other system email fails to send it will fall back to that email to send mail instead of PHPMailer.

Cheers.

smallfish

KevinTheJedi
Thank you Kevin, I have changed default MTA to my SMTP server, enable osTicket debug and PHP log as well, I will continue to track the issue.

Thank you so much.

KevinTheJedi

@smallfish

The Agent will need to click the Manage Collaborators button and add themselves as a CC. Note this will overload the Agent with alerts as they will receive alerts as a Collab and as an Agent.

Cheers.

smallfish

KevinTheJedi Hi Kevin,
Thanks for you replied.
As I understood, "Click the Manage Collaborators button" means I need login to osTicket web to reply, I'd like to reply from email directly, it's very convenient, so I am looking to change settings or email template from admin panel.

KevinTheJedi

@smallfish

If an agent replies via email it will add an internal note. Agents should never reply via email, only the UI.

Cheers.