I have the following ticket alerts disabled:

  • New message - disabled and checked every box below
  • New Internal Activity Alert - disabled and checked every box below

When I replied on a ticket (not internal note), I (user) received the following email with error:
This is a message in Mime Format. If you see this, your mail reader does not support this format.

Even with the disabled ticket, why is this email being generated? how to correct?

Also, I use osticket strictly within the company. How do I remove the Post Reply tab entirely? If it cannot be removed, Is there a way to put the internal note tab first?

    cherrie

    Always start a new post with a screenshot of Admin Panel > Dashboard > Information. This will better help us in understanding the issue.

    When you Reply the User will always receive an email with the Reply. Do you have SMTP configured and working properly?

    Cheers.

      I didn't think I needed to set up the smtp if I'm not using the email function. Is this required for v1.17 if I've disabled all email?

        cherrie

        If you do not want your reply to generate an email then simply select Do Not Email Reply (above the reply box) when replying. You can modify the code to select this by default so you don’t have to manually select it each time.

        Cheers.

            KevinTheJedi
            Good to know about the "Do Not Email Reply". However, I would still like to know if in the ticket alert are all disabled, the system will still generate an email?

            BTW, I did perform the email diagnostic and I was successful in sending a test email. However, the test email still had the Mime format error. Using zoho as email provider.

                cherrie

                You can pretty much disable all alerts except the System Errors which are sent to the Admin's Email address.

                Cheers.

                  Is there a way for a global disable the email to the user when the reply is made (other than selecting on the form)?

                  Also, how do I get rid of the mime error? Diagnostic says okay and no error in error log.

                    I'm not familiar with Zoho, but if the SMTP is failing to send correctly, osTicket will fall back to SendMail. When it does this the messages arrive in MIME format by default.
                    If the SMTP is sending without errors, then the MTA (zoho's SMTP service) need to be configured to allow html content.

                      cherrie

                      Is there a way for a global disable the email to the user when the reply is made (other than selecting on the form)?

                      I explained this above with the following statement:
                      You can modify the code to select this by default so you don’t have to manually select it each time.

                      Cheers.

                          KevinTheJedi
                          Sorry, missed your original suggestion to modify code. Yup did just that and so now the form automatically selects do not send email.

                            TonyO
                            I sent a password reset email to agent who has gmail account. Agent also received the mime format error. Again no error on error log.

                            What to do now?

                              While viewing the test message in gmail, click the 3-dot button on the right, and select Show Original. Please post this original message, and obscure any sensitive information. This will show us the message routing.

                              Code is below with html format. However, I was able to uncheck the option Systems Settings and Preferences>Enable Rich Text (I unchecked the box Enable html in thread entries and email correspondence). No error stated in email but same gobbly goop.

                              Delivered-To: xxxxxxx@gmail.com
                              Received: by 2002:a05:6520:4207:b0:250:bfa9:1cc3 with SMTP id o7csp1694533lkv;
                              Mon, 27 Mar 2023 14:50:13 -0700 (PDT)
                              X-Google-Smtp-Source: AKy350amyPnlbXDH8AvIgMBc7Wu5P8+xV95kfpf5rMdzB/Xtyx9rfGImiy3e6ZvKDY6YfLLgAmeU
                              X-Received: by 2002:aa7:9711:0:b0:628:1851:b958 with SMTP id a17-20020aa79711000000b006281851b958mr14138147pfg.7.1679953812391;
                              Mon, 27 Mar 2023 14:50:12 -0700 (PDT)
                              ARC-Seal: i=2; a=rsa-sha256; t=1679953812; cv=pass;
                              d=google.com; s=arc-20160816;
                              b=NbMPI6nRLuJ0kl7hhMe2es/sAcSmfYxK3wZ8J5BV+PtpEXxN5LUt//T8O/0qlem3Qa
                              UXI+yTSXuwh09e0ZDmFbXmT5ZEwlHk8eUWL07TiNrwo06LaySX7Fc6irv7hXVDzCYYUa
                              vqQZc6TbfJZEj2yjgHsfW1llszL32ULTSmh80qeQUXixqmHe25EvnvKmvW/Yn2CEOOwk
                              nTVTX8lIeszadl/DTlLkgOrbnhWsMTpa8AAkgqKawnveNm6RmhVD4B0zoY7IZyc5CppN
                              dQtpbvlanvbLtb1vIAsf4+itmUvocqHrj/KC9zHypF1fENoC+exqHaMOtD5is6aTYI4r
                              lZ1A==
                              ARC-Message-Signature: i=2; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816;
                              h=from:message-id:date:subject:to:dkim-signature;
                              bh=EzRCm08eXaYgI3XWJj8LZulweBR3aqw2MxvjnyrtwBM=;
                              b=Ql16g61jedRNvsiVZYdviJnsjV9pJERLlmAps9apzb8EK4NyvVvXEaD1A171ApAZJV
                              +arWyql6ISPn5TpGURg15k8z/MbqpZ4D6AI25pbT/jJvWbifAtO+yCI2d2EtHulqjc1b
                              ld36MtcQ1mUd1jdl3xIUqfTQ8pooMfMn051JnofKlzfzAAP4B5fhJnyesxT04llVs7nM
                              ppWiZ8I4sBsy9/nuOvwvCYBJ4MstG+mjeGmgP6cwgrUFhHXg7xW3a8fnO1IRdZarbkV7
                              1+9TFXBrfsIsrgzUSDQ2d0SCqShS+qZX8wkPkyeUMCw/5xgN6zoZiwGAVfwryRRgTCna
                              BQeA==
                              ARC-Authentication-Results: i=2; mx.google.com;
                              dkim=pass header.i=@xxxxxx.org header.s=default header.b=XVov9MsJ;
                              arc=pass (i=1);
                              spf=softfail (google.com: domain of transitioning xxxxxxxx does not designate 23.83.209.150 as permitted sender) smtp.mailfrom=xxxxxxxx
                              Return-Path: <xxxxxx>
                              Received: from purple.birch.relay.mailchannels.net (purple.birch.relay.mailchannels.net. [23.83.209.150])
                              by mx.google.com with ESMTPS id a191-20020a621ac8000000b00624de0ad130si9029628pfa.276.2023.03.27.14.50.11
                              for xxxxxxx@gmail.com
                              (version=TLS1_2 cipher=ECDHE-ECDSA-AES128-GCM-SHA256 bits=128/128);
                              Mon, 27 Mar 2023 14:50:11 -0700 (PDT)
                              Received-SPF: softfail (google.com: domain of transitioning xxxxxxx does not designate 23.83.209.150 as permitted sender) client-ip=23.83.209.150;
                              Authentication-Results: mx.google.com;
                              dkim=pass header.i=@xxxxxxxx header.s=default header.b=XVov9MsJ;
                              arc=pass (i=1);
                              spf=softfail (google.com: domain of transitioning xxxxxx does not designate 23.83.209.150 as permitted sender) smtp.mailfrom=xxxxxx
                              X-Sender-Id: xxxxxx|x-authuser|xxxxxxx@s162.servername.online
                              Received: from relay.mailchannels.net (localhost [127.0.0.1])
                              by relay.mailchannels.net (Postfix) with ESMTP id 7E4A7341D1B
                              for xxxxxxx@gmail.com; Mon, 27 Mar 2023 21:50:09 +0000 (UTC)
                              Received: from s162.servername.online (unknown [127.0.0.6])
                              (Authenticated sender: xxxxxxx)
                              by relay.mailchannels.net (Postfix) with ESMTPA id 7DC66341E06
                              for xxxxxxx@gmail.com; Mon, 27 Mar 2023 21:50:08 +0000 (UTC)
                              ARC-Seal: i=1; s=arc-2022; d=mailchannels.net; t=1679953808; a=rsa-sha256;
                              cv=none;
                              b=EjL89l/kmftgQqz2z0pQWFmjo+qyC8gvNSTeT5qZmlpmd4k5hHUK4IPoor6rzKFkdywOK+
                              qKTHrBmFHIpAJFPaUIjI1m5ANGvjcq2zs+J962MVf+mriGgeESdUy7J5xEp5wO5W6mFmd3
                              H1M9phwrPm+rn6GOCCpX2r05/taN0lqq9lLX6LfoOfRJfoYGkf0Sd0mX95mtWAbwf1PjTv
                              wRheozfIL/Q5Js0a5AMVn2mTH6jBXMkukA+TtCGRy9X4aD2fh8OwlwTAjrormJ8E/bolrP
                              YvEW3Q6G2PK5DupR7n4ALaL2JH8xbtdCYkIyI1itR3DQMA8Zp+1hCQ27tE2sVA==
                              ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed;
                              d=mailchannels.net;
                              s=arc-2022; t=1679953808;
                              h=from:from:reply-to:subject:subject:date:date:message-id:message-id:
                              to:to:cc:dkim-signature; bh=EzRCm08eXaYgI3XWJj8LZulweBR3aqw2MxvjnyrtwBM=;
                              b=g2IytG2FVZr8BvH82AZPdiqp10FGUNb+17CACdZfr+RPoOOcDQ+F+fZdqPRux5QLsXSm4Z
                              EEKyy1O7njdJi/OI4B8fKFEi9Qe4kQy+9ze8Pb+MA1gxJCE2pd78DCKRP2m1JMaytasiHg
                              dbWJsa/Hpl77NcEF4oQYBPS6Mnf5jxmFJASiHIYgDZCaE0NolcOLobtx5HHXxCI2UPO0Yc
                              0ggYX2uewJ1vlIFeBeHU1BDINrXq8O6Wbq06TseTqe07EPuTZwDEzcQu2LoZ4TTlmfGU6s
                              c0rKFDFzvurqNEmEBegkF2MO+CmNvLfaENIoYlQ6jiZJmdE3R4bWY/sApmvRMw==
                              ARC-Authentication-Results: i=1;
                              rspamd-66b58c76b9-4gkhz;
                              auth=pass smtp.auth=xxxxxx smtp.mailfrom=xxxxxxx
                              X-Sender-Id: xxxxxx|x-authuser|xxxxxxx.servername.online
                              X-MC-Relay: Neutral
                              X-MailChannels-SenderId: xxxxxx|x-authuser|xxxxxx.servername.online
                              X-MailChannels-Auth-Id: xxxxxx
                              X-Industry-Reaction: 7182142a061257a8_1679953808820_2446867751
                              X-MC-Loop-Signature: 1679953808820:4003537620
                              X-MC-Ingress-Time: 1679953808819
                              Received: from s162.servername.online (s162.servername.online
                              [204.44.192.79])
                              (using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384)
                              by 100.116.217.215 (trex/6.7.2);
                              Mon, 27 Mar 2023 21:50:08 +0000
                              DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/relaxed;
                              d=xxxxxxx.org; s=default; h=From:Message-Id😃ate:Subject:To:Sender:
                              Reply-To:Cc:MIME-Version:Content-Type:Content-Transfer-Encoding:Content-ID:
                              Content-Description:Resent-Date:Resent-From:Resent-Sender:Resent-To:Resent-Cc
                              :Resent-Message-ID:In-Reply-To:References:List-Id:List-Help:List-Unsubscribe:
                              List-Subscribe:List-Post:List-Owner:List-Archive;
                              bh=EzRCm08eXaYgI3XWJj8LZulweBR3aqw2MxvjnyrtwBM=; b=XVov9MsJojMbdRhICDq4fX0183
                              q28MPI1cst+RSVMC+bRYmWWuvbFOHv/KoGIL4yWTVpWf8uXfA/TzsFjjXyNpao+/XMGyWbjS9hTpB
                              Vr0ixXfjSFeKdocZMDeRGj/s1WZE2PdDh4FGIjxg8nk/VyE0mPljBULUmOLSCBv5949xO0IDsUlkh
                              xRFQQnSO2/XpyDpTlUSqvsrzpQTJgRRQQuWda8u+OVoM4t036Eioz1wntqzfWFhgysbxlI5p1cWOG
                              lOIUr3WyzNBGsoSMetikiBGgwQq/kOLbEXbpCJt3xXR0/h0H+WIR75u0JHycxmFkga+KzNjp/4IgW
                              lUFnbf/g==;
                              Received: from xxxxxxx by s162.servername.online with local (Exim 4.95)
                              (envelope-from alerts@xxxxxx.org)
                              id 1pguj7-003FaJ-NC
                              for xxxxx@gmail.com;
                              Mon, 27 Mar 2023 14:50:07 -0700
                              To: xxxxx@gmail.com
                              Subject: =?UTF-8?Q?osTicket=20Staff=20Password=20Reset?=
                              Date: Mon, 27 Mar 2023 21:50:05 +0000
                              Message-ID: <BvtbGIb-P45uz-AAAAAAAAAAAAAAAAP25baBub-xxxxxx.org>
                              Return-Path: <xxxxxxx>
                              X-Mailer: =?UTF-8?Q?osTicket=20Mailer?=
                              From: =?utf-8?Q?osTicket=20Alerts?= <xxxxxx>

                              MIME-Version: 1.0
                              Content-Type: multipart/related;
                              boundary="=_70b17fedb748a543a3a041ddcc6d9966"
                              Message-Id: E1pguj7-003FaJ-NC@s162.servername.online
                              From: xxxxxxxx
                              X-AuthUser: xxxxxx@s162.servername.online

                              This is a message in Mime Format. If you see this, your mail reader does not support this format.

                                More info to consider. I created very simple php code (not within the osticket folder) and loaded on to my server. The php code successfully sent me an email with text info in the correct format.

                                cherrie Thanks.
                                These softfails indicate the issue: Received-SPF: softfail (google.com: domain of transitioning xxxxxxx does not designate xx.xx.xx.xx as permitted sender)
                                Apparently mx.google.com is rejecting SMTP from purple.birch.relay.mailchannels.net

                                I'll recommend using a gmail account for your system emails, if you have that option.

                                  I think I need to spend more time reading osticket documentation related to the mail. Appreciate your help thus far.

                                  Attempting to change support email on osticket to gmail account. In the osticket gmail setup video, video says to adjust gmail account>Less secure app access to OFF. As of May 30, 2022, Google no longer supports the use of third-party apps or devices which ask you to sign in to your Google Account using only your username and password.

                                  Because of this, I didn't continue the setup. What to do now?

                                    Guide says requires google cloud. I have not purchased google cloud services. I only have gmail.

                                      cherrie You still have that with normal gmail.. If all else fails just enable 2FA on the email, create an App Password, and use that as the password for the email in osTicket.