RiddleNL

Does the Department have alert recipients set to "Department and extended access members" or just "Department members only"? (Admin Panel > Agents > Departments > click Department > Alerts and Notices > Recipients)

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Cheers.

      RiddleNL

      How is the Ticket being created? Email, client portal, or API? Also, is the Ticket being assigned to an agent/team on creation?

      Cheers.

          KevinTheJedi How does it get the getMembersForAlerts(); if its the primary department for everyone?
          I see an 'Alerts' ticket behind the departments for 'extended' access, but not for the primary.

          Edit:

          I removed "&& !$this->isAssigned()" and mails get sent to all members.... weird

              4 months later

              I have exactly the same issue.
              I just updated to v1.18.1 but still no E-mail notifications. here my settings:



              only other user "Ralph" that is primary member of this department gets the new ticket notification but I (Tobias) do not.

              the ticket is also not autoassigned:

              I also enabled debug logging but debug log only contains the entry "Cron job executed [CLI]"

                tofuSCHNITZEL

                I updated my response above to include the method that sends the New Ticket Alerts to Agents. You should debug there to see where it's returning or skipping the intended Agent.

                Cheers.

                    KevinTheJedi
                    I have added some debug logging to the code and indeed my email address is part of the "$recipients[]" array... but I don't seem to get any emails anyway... so need to check further...

                        tofuSCHNITZEL

                        You should check the Sent folder of the system email sending the alerts. All emails sent via SMTP should appear in the corresponding email's Sent folder.

                        If it’s in the sent folder then you know the issue is outside of osTicket.

                        Cheers.

                            KevinTheJedi
                            yes I checked that already and despite the setting is not set to "PHP mailer" but the SMTP account the "SENT" folder of the mailbox contains nothing related to osticket.