Cannot send Alert and Notices E-mails

WSS_Login

Hello,
I have a brand new install of OSTicket and I am not able to get the Alerts and Notices email function to work.
Here is my information and what I have performed so far.
INFORMATION:

ALERTS and NOTIFICATIONS:

WHAT I'VE DONE SO FAR:
1) Admin Panel >Emails >Diagnostic - Performed Diag on each of the 4 options I have available. (No Reply, nope, OSTicket Alerts, Support) Each test performed perfectly. All e-mails sent and received
2) Admin Panel >Agents > Departments > Selected Default Department >
Update Department screen > Settings tab
Alerts and Notices:
Recipients: (tested with Admin Email Only, Department Members only, Department and Extended Access members)
Selected each item, Tested, Errored Out

ERROR BELOW
Post Reply and Post Internal Note tabs both resulted in "file not found" to the addresses below
https://domain.com/ticketing/scp/tickets.php?id=17782#reply
https://domain.com/ticketing/scp/tickets.php?id=17782#note

I then looked into logs and I see the following error logs executed when I tried to push the emails through. Unfortunately, I don't really know what the log is directly telling me and how to resolve. Can someone please help or provide me insight to correct this?

IOException: Unable to read resource content
(root)/attachments/b/b56944cb4722cc5cda9d1e23a3ea7fbc: Unable to read from file
#0 (root)/include/class.file.php(140): FilesystemStorage->passthru()
#1 (root)/include/class.file.php(152): AttachmentFile->sendData(false)
#2 (root)/include/class.mail.php(123): AttachmentFile->getData()
#3 (root)/include/class.mailer.php(545): osTicket\Mail\Message->addInlineImage('b56944cb4722cc5...', Object(AttachmentFile))
#4 [internal function]: osTicket\Mail\Mailer->osTicket\Mail{closure}(Array)
#5 (root)/include/class.mailer.php(539): preg_replace_callback('/cid🙁[\w.-]{32...', Object(Closure), '<div style="dis...')
#6 (root)/include/class.email.php(235):osTicket ail ailer->send(Array, 'New Internal Ac...', '<div style=">send(Object(Staff), 'New Internal Ac...', ' <h3><strong>Hi...', NULL, Array)
#8 (root)/include/class.ticket.php(2031): Email->sendAlert(Object(Staff), 'New Internal Ac...', ' <h3><strong>Hi...', NULL, Array)
#9 (root)/include/class.ticket.php(3551): Ticket->onActivity(Array, Array)
#10 (root)/scp/tickets.php(272): Ticket->postNote(Array, Array, Object(StaffSession))
#11 {main}</strong></h3></strong></h3></div>

Thank you very much for your attention and assistance.
Best Regards,
John

KevinTheJedi

WSS_Login

It's unable to read a file on the filesystem so it's failing. You may have corrupted files on the filesystem, incorrect permissions/ownership on the files/folders, etc. There is no way for us to tell unless you look deeper into this. All we can see is the system cannot read the file /path/to/attachments/b/b56944cb4722cc5cda9d1e23a3ea7fbc.

Cheers.

WSS_Login

KevinTheJedi
Thank you very much for your prompt reply. I greatly appreciate it.
Looking into this deeper, I can see that I elected to use the Plug-In "Attachment for the File System", and it is Enabled,

however, under the "Instances" tab, selecting "Attachments on the filesystem"..... "attachments" was defined in the "Config" tab, but on my web server, the directory did not exist.

I am also going to Admin Panel > Settings > System > Attachments Storage and Settings: >Store Attachments: > File System Attachments

I will test out once all changes are put into place.
Best Regards,
John

WSS_Login

Hello, I have made all the changes as discussed above. I now have the directory structure set.
https://domain.com/ticketing/attachments
I added a few PDF attachment to a test ticket. Those appear to not error out, but the e-mail Alerts & Notifications still kicks out an error to the log file.

Permissions are as follows:

I can also now see that sub directories are being created within "attachments"....except for "b".

WSS_Login

Hello again,
Performed the following test. Logged out completely, created a brand new ticket. Received the following error message upon posting.
"file not found" to the addresses below
https://domain.com/ticketing/scp/tickets.php?a=open
Ticket created successfully. It is really not liking that "b" sub dir ....

I also notice that the log file is constantly nagging about the same file name.... b56944cb4722cc5cda9d1e23a3ea7fbc

WSS_Login

Sorry for the constant barrage of updates. I have performed the following....
Manually created a file in the "b" sub directory and named it "b56944cb4722cc5cda9d1e23a3ea7fbc". The error message has gone away "file not found" has gone away, but I still cannot receive e-mails. The log file does not report issues. What should I look into next?
Thank again for all your attention and assistance.
Best Regards,
John

KevinTheJedi

WSS_Login

First, check your Default System Email and Default Alert Email (Admin Panel > Emails > Settings) and make sure these are set to an address with SMTP configured. If those look good then you can double check your SMTP settings (Admin Panel > Emails > Emails > click the Email > click Outgoing (SMTP)) on the email that should be sending the alerts to ensure the settings are working correctly. You can save the Outgoing (SMTP) tab to test the SMTP connection (if Status is set to Enabled). If SMTP is working properly, the next thing to do would be to double/triple check all the alert settings in the system to ensure you have them configured correctly. Here is our Alerts Guide that will help. If those are all enabled adequately then you can check the Sent folder of the email sending the alerts to see if they are being sent and just not received or just not sent at all. If all else fails then you can only check your logs (general server logs, webserver error logs, PHP error logs, MySQL/MariaDB error logs, osTicket System Logs, Browser Console logs, etc.) for any related errors.

Cheers.

WSS_Login

KevinTheJedi
Thank you again for the prompt response. It is greatly appreciated. I was totally unaware of the Outgoing SMTP settings.
I was under the impression that it was going to use the "Default MTA:

While setting it up, I encountered one issue...it has to do with AUTH. I tried using Basic Auth (Legacy), but when I set it up, it did not like that and stated that I needed to use the OAuth2 plugin. I installed the plugin and reconvened the setup, however, I do not have any OAuth2 credentials. Am I doing something wrong? Is thee a different approach?

Thanks again!

KevinTheJedi

WSS_Login

What gave you the error about OAuth2? That seems to be incorrect as it appears you are using CPanel emails which don’t require modern auth (OAuth2). Basic Auth should work however you may need to contact your host to see why the connection fails. Could be wrong auth info, your host has SMTP restrictions, etc.

Cheers.

WSS_Login

KevinTheJedi
A pink box appeared when I was trying to use Basic Auth.....so I tried pulling it in from Remote Mailbox and that seemed to work.

WSS_Login

Hello Again,
I figured it out. I used Basic Authentication (Legacy) under Remote Mailbox, but disabled that as I do not want to port mail in from Clients (Users). I then went into Outgoing (SMTP) and used Same as Remote Mailbox and I was able to bypass the Auth nag screen. All the emails seem to be routing properly. Thank you Kevin!

edschen

Any idea why the Token did not get auto-refreshed?
Deleting the existing token does not generate a new one.

KevinTheJedi

edschen

You would need to start your own thread with your own environment details and detailed explanation of the issue. You can read this before posting:

https://forum.osticket.com/d/89131-please-read-before-requesting-assistance

Cheers.