Ticket Owner gets no notification Mail

trichterPY

Hello,
we are currently running into a nasty problem which we think might be a Bug.
We user OS Ticket Version 16.3.

If somebody sends an email to OSTicket (Support@...) with many recipients in cc - the recipients are added to the ticket .

"Somebody" = Ticket Owner.

So far so good.

If any of the cc-Recipients sends an answer to the ticket everyone is well-informed - except the ticket owner.

That feature has worked in the past - we can reproduce it.

Thanks for your help - and advice.
T.

KevinTheJedi

trichterPY

Have you upgraded to v1.16.4 or v1.17.2 and retested?

Cheers.

trichterPY

Hi Kevin,

not so far, because the class.ticket.php-Files between 1.16.x and 1.17.x are 1:1 identically =).

KevinTheJedi

trichterPY

Doesn’t matter, you still need to upgrade and retest.

Cheers.

trichterPY

Hi Kevin,
have updated OSTicket to 16.1.5 - unfortunately no change.
The Ticket Owner gets no reply if anyone of the cc-Recipients answers.

Best Regards,
T.

KevinTheJedi

trichterPY

What is the CC replying to? Is it an alert from the system, the original user message, a new email, etc.

Cheers.

trichterPY

okay sorry:

1) Owner sends an email which is opening a ticket (lets say 3 recipients in cc)
2) each of the recipients gets
a) the mail cause they re in cc
b) a ticket notification message
3)if any of the recipients is replying to the ticket notification messages - the reply is appended to the ticket - all other ticket-recipients are informed by the ticket system - except the owner.

KevinTheJedi

trichterPY

Is the User CC'ed or in the original email the CC is replying to? If so it might be skipping the alert as the CC email was sent directly to them.

Cheers.

trichterPY

Hi Kevin.

The CC-Users are added as collaborators to the ticket. If any of the collaborateurs replies to mail, autogenerated by the ticket system - the TIcket Owner is not informed - instead of any other collaborateur.

trichterPY

Those are the current settings:

kylegp

I believe I have the same problem and I'm on v1.17.2.

I create a ticket and add a CC user.
Both the owner and the cc user get the new ticket email.

If the cc user replies, the agent gets the alert but not the owner.
If the owner replies, the agent gets the alert but not the cc user.

In other words, " Participants: Send new activity notice" isn't working. All participants should be getting notified of new activity whenever either the owner or CC user replies but thats not happening.

Update: I have found this is only an issue when a user replies to an email and it is "fetched", rather than a reply directly to a ticket via osticket. I raised this issue: https://github.com/osTicket/osTicket/issues/6413

trichterPY

kylegp thanks for your post and yes its pretty much the same problem i am facing with.
Have tried 16.5; 17.2 but no change - no possibility to reproduce anything except the broken notification feature.
I hope more folks are facing the same problem and the problem is going to be solved by any patch in the near future...

LidarEdr

Hai Team,

user unable to check their created ticket status. how to resolve this problem?

LidarEdr

Hai Team,
Session timed out due to inactivity error comming in Agent login portal. Help me this problem.

trichterPY

LidarEdr Thanks - but could you please open an own Ticket or help to solve current Problems instead of spamming?

trichterPY

It is definitely a bug.
If a collaborateur adds anything via the Webportal - Notification Emails are sent automatically to everyone.
If a collaborateur replies to a ticket - the message is fetched and added to the right thread - BUT (butbutbut):

No Notification Mail is sent to anyone.

I worked a bit the the php of the class.mail.php and commented just the buggy php section out.

Feeling a bit fooled around after asking for paid help and OST-Development

jeffvfren

Mmmm... is this bug fixed?
My current version v1.17.2 is still the same

KevinTheJedi

jeffvfren

It’s on my list to look into.

Cheers.