I am trying to figure out after upgrading to 1.17.x (latest commit from git) why the New Message Alerts are not sent to the agent. Every other emails like auto responds, stale tickets everything is working but the new message alert is not.

The scenario is simple, user sends an email, ticket is created. New ticket alert email is sent and also an auto response is sent to the customer. Agent responds to the message, ticket is auto assigned to that agent. Email response is sent to the customer. Customer responds to the message from agent, response goes into the ticket but no new message alert is sent to the agent.

I removed every variable from the new message alert template to see if maybe some variable is wrong, but it is still not sending it.

In the system logs there is zero information apart from the "Cron job executed []" messages.
No errors in the web server logs.

PHP is 8.0 also for cron.

Any help would be appreciated. Is there anything else I can check? Tried to search in GitHub and here but nothing helped so far.

  • KevinTheJedi and ntozier replied to this.

  • I was waiting to move on from 1.17 until I heard of a possible fix. I was reading the fixes in 1.17.1 and thought I'd give it a try. After upgrading to 1.17.1 our problem has seemed to have been fixed. I'm no programmer so I can't tell with any kind of certainty what is was though.

    Thanks!

    nnt

    What is the user replying to? The agent response or their original email?

    Cheers.

    • nnt replied to this.

        nnt Agent responds to the message, ticket is auto assigned to that agent.

        How is the Agent responding to the the message?
        email?
        web ui?

        Based on the screen shot of the Information page, you are running some version from git.
        You should really download from osticket.com/download and install the code from that archive.
        Also you do not appear to be running the current version, you should upgrade to current.

        • nnt replied to this.

            ntozier agent is responding in the web ui.
            I am running the version that I downloaded from git 2 days ago.
            The one that you download from osticket.com had some issues. the forums and git are full of email delivery issues with that which I also had, the solution was to use the latest version from git, it was suggested in one of the bugs.

              I am having the exact same issue NNT. If you find a solution please post it here. Your description of the issue is spot on.

              I am using 1.17 Stable from osticket.com

              • nnt replied to this.

                tjmeade Unfortunately no solution yet. Today I received one new message alert for one ticket while 2 other tickets also received a new message but no alert email. After that one single alert I received we got some new messages but no alert at all for that ticket as well. So looks like out of 10 new email responses we get only 1 alert email.

                  I am also getting very sporadic notifications of email replies, with my last one being 10/20. I get notifications from anything done within the website though.

                  I am experiencing the same issue. A wireshark capture shows the server does not attempt to contact the smtp server when importing a response. Imports of emails that create new tickets send responses without issue. I am on 1.17 stable as well.

                  Everyone,

                  I think I was finally able to replicate this. I need to double check my settings but if I can replicate this consistently then I’ll be able to address this.

                  Cheers.

                    9 days later

                    I am very lucky to find this thread. I was trying everything, including 3 reinstalls and no luck. I think it is related to cron and autocron . I spent 15 hours straight trying to debug with the hosting company. When a user logs in, all the new message confirmation to the user and the alert to the agent is delivered via email.

                    Has anyone made any progress ?

                      randymts

                      That means your normal cron isn't running. You should check your php version that cron is running and ensure it's running the same version as the website. For additional debugging you can run cron manually and see if it outputs any errors.

                      Cheers.

                          KevinTheJedi Cron is 100% working. Issue is exactly related to the OP. No new message alerts to the agent, no new message confirmation to the end user. All other email notification works including the cron. The new message alerts to the agent and a confirmation message work when an end user is logged in and uses the support portal.

                              KevinTheJedi Sorry I was tired and frustrated last week and thank you for your response. We missed a whole bunch of ticket replies last week. We didn't know of the issue until customers got annoyed by the lack of response from us. I have been working on this since Friday morning and got lucky last night when I can across this post.

                                Hi,

                                Has anyone had any luck?

                                KevinTheJedi

                                Hey Kevin,

                                Were you able to replicate and is this addressed in 1.17.1? I didn't see this issue specifically mentioned in the changelog.

                                    i_do_it

                                    Not addressed yet. The issue is hit or miss for me. We hope to address this soon.

                                    Cheers.

                                        KevinTheJedi I just saw 17.2 dropped. Any luck figuring this issue out? I appreciate that it is at least on your radar either way. Thanks