I think this was an intermittent issue prior to our upgrade to 1.17 but now it's repeatable. Agents aren't getting ticket updates when email responses come in, and users aren't getting the confirmation emails for their responses. Otherwise, everything else is working. New ticket notifications go to users and agents, and responses from the web go to users. We are using SSO/Oauth successfully.
PHP 8.1.11 (was also happening with 8.0.24)
Log level set to debug, show errors turned on in bootstrap, checked apache and mysql logs. No errors that I can find. Long running instance upgraded several times so I deleted the entire webroot and extracted 1.17 and copied over the ost-config.php .
Can't find any errors and not sure how to future troubleshoot. Checked all the settings and toggled them for the autoresponder and still nothing.
Global Autoresponder -> New Message: Both Submitter and Participants are checked
Department Level - Both Autoresponder Disable options unchecked.
Email - Auto-Response Disable option unchecked.
Not sure where else to check