Not getting new message alert emails

tssdan

Hi I'm not getting new message alert emails when users reply to emails on some tickets. So far it seems like on tickets created prior to the update to 1.17 if a user replies to an email it does send an alert that they responded, but on new tickets I'm only getting new message alerts when they write a response from the web interface, if they reply to an email they are sent there is no message alert email sent to agents.

tssdan

I did some further testing and it looks like it is only impacting tickets that were generated via an email, if a ticket was submitted by a user through the web portal or created by an agent through the agent panel then all new message notification emails are sent regardless of source.

KevinTheJedi

tssdan

So the New Message Alert only goes out to the Last Respondent, Assigned Agent/Team, Department Manager, and the Org Account Manager. I would first check to make sure that an Agent has actually replied since the initial message and if they did then they should be getting the alert. I would also check to make sure the Ticket is Assigned to an Agent/Team. Then I would check if you have a Department Manager and/or Org Account Manager.

If any of the above is true and you still don't get alerts then it's probably being seen as a bounce or auto-reply.

Cheers.

i_do_it

KevinTheJedi

I'm actually having the same issue. I posted a thread about it here:
https://forum.osticket.com/d/101719-agents-not-getting-update-notifications
I didn't realize it was web created vs email created tickets but after reading this post I just tested. I had an open ticket to a gmail account I use for testing which was an email created ticket. I made a new ticket via the web interface for that same user/email address. I replied to both tickets and the one created via the web interface sent back the message confirmation to the user as well as they new message update to me as the agent. The original test ticket didn't send either. Same agent/user for both, same queue/department. This may have actually been an issue in 1.16

KevinTheJedi

i_do_it

Read my post above for the possible reasons why and things you need to check.

Cheers.

i_do_it

@KevinTheJedi

Hey Kevin. Don't have a department manager assigned (never have) but both tickets are assigned to me as an agent. This is the non-working flow:

User emails in and receives a ticket opened autoresponse and all queue/department agents receive a new ticket messge as expected.
I respond to the ticket as an agent which auto-assigns the ticket to me. User receives the ticket update.
User responds to the ticket. The ticket updates, but the user doesn't receive the confirmation autoresponse and the agent doesn't receive the new message update notification

This is the working flow:

I create a new ticket for the same user via the web interface. User receives the new ticket notification and queue/department agetnts receive the new ticket notification.
I either assign the ticket to myself or I respond to the ticket as an agent which auto-assigns the ticket to me.
User responds to the ticket and gets a message confirmation and I get the new message alert

Same queue/deparment, same agent, same user.

KevinTheJedi

i_do_it

So I just tested this (with v1.17 + PHP 8.1) by creating a ticket via email, responded as Agent which auto-assigned myself, replied back as the User to the reply the agent sent, the message was appended to the thread, and my Agent got the New Message Alert.

Not sure exactly what's going on in your case but I suspect that your User's email is being considered a Bounce or Auto-Reply. You can post the raw email headers here (censoring any sensitive info of course) from the email that didn't alert the Agent so we can review.

Also make sure your cron job is set to use the correct PHP version.

Cheers.

KevinTheJedi

i_do_it ZiakTek

Okay so have the User reply to the Alert directly. It sounds like they are replying to their original email and I think that’s the problem here.

Cheers.

tssdan

I have failed to get responses even if the end user is replying to the last message an agent sent although we don't do auto-assignment and a lot of our tickets remain assigned to teams even after agents respond but that should still send an alert to the Team that is assigned the ticket. Ideally I think we would want all new messages to trigger message alerts regardless of where they reply to, since it is creating a new entry in the ticket (and users don't necessarily follow best practices).

KevinTheJedi

tssdan

I thinks it's being considered Passive Threading:

https://github.com/osTicket/osTicket/blob/1.17.x/include/class.thread.php#L1489-L1500

You can do some debugging in the code to see if this is being called and if $mailinfo['passive'] is being set to true. If this is the case you will need to customize the code to accomplish what you are looking for.

Cheers.

rahmidemir

I have the same problem. When the user reports a problem via e-mail, he does not receive any notification (new ticket created, agent assigned etc). how do we get this

KevinTheJedi

rahmidemir

You need to review the Alerts Guide here:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

rahmidemir

It was fixed when i reinstalled but when the ticket agent is assigned, the user does not receive an e-mail. Is it possible to do this?

KevinTheJedi

rahmidemir

Yes, if you read the guide above it outlines ticket assignment alerts.

Cheers.

rahmidemir

In fact, it is the same issue as our friend's request here.
https://forum.osticket.com/d/75611-email-to-user-when-ticket-assigned-to-staff

for User;
Ticket Opened mail notification ok
Ticket Assigned mail notification not receive.

KevinTheJedi

rahmidemir

Oh, Users don't get Ticket Assignment alerts. You'd have to manually add a reply and say what Agent was assigned.

Cheers.

rahmidemir

Is there a way to automate this process?
can it be with rule in filter field, does a code related to the receiver work in the marked section? or any other solution

KevinTheJedi

rahmidemir

No, ticket filters only apply on new tickets so if you assign a ticket after it’s been created then the filter would not help.

Cheers.

KevinTheJedi

rahmidemir

You could edit the Response/Reply Template and add a variable for the Assigned Agent but that's the best you can do without modifying the codebase on your own.

Cheers.