Alerts not being generated. Is it normal?

levijustus

Dear Team,
I have successfully installed the osticket on my hosting and have configured the mailbox settings. I presume I have also configured the alerts for the email account. But it looks like its not working as expected. Let me give you more details.

The customer sends an email to the osticket system sysetem email. The support email is the system email
a. Customer gets an automated response "Support Ticket Opened"
b. The admin email or System email does not receive any email notification.
The agent responds to the customer through the osticket portal:
a. The Customer receives an email alerting them about the response from agent
b. The admin email or System Email does not receive any email notification.
The customer responds back to the agents email:
a. The osticket system sends an response back to customer with subject "Message Confirmation" acknowledging receipt.
b. The admin email receives alert with subject "New Message Alert" informing a new message has been appended.
c. The System Email does not receive any email notification.
Agent sends a response also changes the status to Close.
a. Customer receives an email alert on the reponse. There is no specific alert on the closure of the ticket
b. Admin or system email does not receive an Alert
Customer replies to the email asking for reopen of the ticket.
a. Customer receives a response with subject "Message Confirmation" (This message does not come immediately even if the Agent is logged in. It comes only after the cron job runs)
b. Admin email receives an email with subject "New message Alert"
c. System Email does not receive this alert
The same results for the steps 1 to 5 when customer is using the web console to create or respond to the ticket.

My requirement is

An email to the Admin Email or System email when a new ticket is created or any communication on the ticket
An automated response when the status of the ticket is changed.

Below are some configuration screenshots.

My requirement is

An email to the Admin Email or System email when a new ticket is created or any communication on the ticket
An automated response when the status of the ticket is changed.

KevinTheJedi

levijustus

Most importantly the system email will not get alerts otherwise you’d just cause a loop.

You will either need to add the “site owner” (no idea what you are referring to here) as a Department Manager or Assign the Ticket to them or one of their Teams. As you can see the New Message Alert and the New Internal Activity Alert are only available for the Department Manager, Assigned Agent/Team, or Last Respondent.

Cheers.

levijustus

KevinTheJedi

Dear Kevin, Thanks for the reply.
Site Owner, I mean Admin Email. I have corrected in my question above.
Yes this user is the Deparment Manager already and no changes after checking the Department Manager in Alerts and Notices settings

KevinTheJedi

levijustus

Login to the system email sending the alerts and check the Sent folder to see if they were actually sent and just not received or if they were actually never sent. If they were never sent then it's likely you have alerts disabled for the Department or have the wrong Recipients configured.

Cheers.

levijustus

KevinTheJedi
Kevin, thanks for the reply.
Not sure if there is any means to check the emails sent by Osticket in the Sent folder. I have the account cofigured in my Outlook and there are no emails in the sent folder sent by OSTicket. I have enabled the Debug and I dont see any errors . Just the regular cron job event is in the system logs.
I have reinstalled OSTicket 3 times and checked but it still does not work. To iterate the issue. The admin email is not receiving New Ticket creating alert.

KevinTheJedi

levijustus

Are you sure SMTP is working properly then? Emails sent via SMTP will appear in the Sent folder. If not, it sounds like PHPMailer is sending mail on your behalf as SMTP is failing. Check the Dashboard > System Logs for any related Mailer Errors.

Also, did you check the Department's Alerts and Notices Recipients as I've mentioned earlier?

Cheers.

levijustus

KevinTheJedi
Hi Kevin,
Thanks for your efforts. I figured it out.
The alerts were generated after I used an email id hosted on the same Server as Admin Email. (outlook and live email Id is not working)

KevinTheJedi

levijustus

Does your host have External SMTP restrictions or something?

Cheers.