Email notifications not working with imported responses

ellisonrje

osTicket version 1.17: Email notifications work for newly created tickets and updates via the web interface. Newly imported emails send notifications as well. However, when an email response is imported no notification is sent. A wireshark capture shows the system does not even try to contact the smtp server. I'm digging through the cron.php file and supporting files, but am at a loss on how to troubleshoot this further.

KevinTheJedi

ellisonrje

Alerts to agents or alerts to users? Or both?

You can see where we determine to alert Users here:

https://github.com/osTicket/osTicket/blob/1.17.x/include/class.ticket.php#L1917-L1929

If it returns here then neither Users nor Agents will get Alerts.

Here is where we determine to alert Agents:

https://github.com/osTicket/osTicket/blob/1.17.x/include/class.ticket.php#L3204

If it returns there then nothing will be sent to the Agents.

It’s likely that the users reply is being seen as a an Auto-Response which will not alert anyone to avoid a loop where we send an alert, you get another auto-response from the user, and the cycle repeats.

Cheers.

ellisonrje

KevinTheJedi I put a print statement on line 3204. It looks like $alerts is populated with a value of "1" $autorespond is empty. I am now trying to trace $alerts but any recommendations here would be helpful.

KevinTheJedi

ellisonrje

I would look here:

https://github.com/osTicket/osTicket/blob/1.17.x/include/class.ticket.php#L3186-L3193

Cheers.

ellisonrje

KevinTheJedi It appears that $vars['autorespond'] exists and is empty, not null. This causes the isset($vars['autorespond']) to evaluate true. Is this intended behavior?

KevinTheJedi

ellisonrje

Just an empty string? What about the isBounceOrAutoReply check and the $autorespond var?

Cheers.

ellisonrje

Yes, it is just an empty string. isBounceOrAutoReply returns false. $autorespond initially has a value of 1 but this gets cleared by this line $autorespond = $vars['autorespond'];

KevinTheJedi

ellisonrje

And did you track down where $vars['autorespond'] is being set to ''?

Cheers.