Outgoing Emails Regarding Tickets

KevinTheJedi

craigbass76

Here is our Alerts Guide:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

craigbass76

Thank you Sir. That problem's solved.

craigbass76

Oops, maybe not. The user is getting an email when the ticket is created, but nobody on the admin side is. I went into the Alerts and Notices section and turned everything on. Is there another setting somewhere?

Update - scratch that. Admin email was a different domain, and switching that seems to have fixed it.

KevinTheJedi

craigbass76

Make sure the Alerts and Notices section has the Department Members option enabled for New Ticket Alert, the Agents have alerts enabled for their Department, make sure the Department's Alerts and Notices Recipients is set appropriately, and make sure the Department's Outgoing Email is set correctly.

Cheers.

craigbass76

I'm at a bit of a loss then. My agent's email isn't getting messages, but two other agents on the same domain are (that domain is not what osticket is living on, if that matters). If I change Admin's Email Address (in Emails > Settings) then I'll get them at the address I changed it to, and the other two folks still get theirs. Other than email addresses and names, all three OSTicket accounts are set up identically.
I've tried setting my agent's email to something bogus, and got an error message on the SMTP server's account, so I'm wondering if everything is going out fine (with my initial setup) but my recipient's mail server is being numb. It's Outlook, so it could be, it's just weird that only my address is having issues.

TonyO

Check the Department's Outgoing Mail setting, in the Primary Department of your agent that doesn't receive messages. The department email SMTP config may be the culprit here.

craigbass76

All the agents are in the same departments.

KevinTheJedi

craigbass76

If you are using SMTP you can look at the Sent folder of the email to see if they were sent.

Cheers.

craigbass76

KevinTheJedi There aren't any sent on the mail server even for mails that went (to other addresses)

craigbass76

It appears to be trouble with only my email account. I just did a complete fresh install, and set myself up as an agent again. I used three different emails, and two worked. Yay Microsoft? (it's an outlook address)

Weird that diagnostic emails are still going though.

KevinTheJedi

craigbass76

That’s even weirder. Anytime mail is sent via SMTP it should show up in the Sent folder of the address that sent it. Maybe you are looking at the wrong account? Maybe you need to do a refresh in email client you are using to pull the latest mail?

Cheers.

craigbass76

KevinTheJedi Sorry Kevin, meant to answer this and forgot about it until today. I gave up. When it would send emails using the diagnostic tool, but not from a ticket, and ticket stuff to other emails on the same domain, I gave up. Set my own account to use a different email and called it good. If anyone's ever interested in digging in though, I'd be more than happy to screen share and tool around with someone in our server.

KevinTheJedi

craigbass76

Did you make sure your Default System Email and Default Alert email are set to the system email? Did you also check each Department for the configured Outgoing Email and Auto-Response Email? These should all be set to the working system email with SMTP configured.

Cheers.