New Ticket email not sent to Department members

RiddleNL

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

KevinTheJedi

RiddleNL

You probably need to upgrade osTicket and retest.

Cheers.

tofuSCHNITZEL

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]"

KevinTheJedi

tofuSCHNITZEL

Did you use your Agent email to open the Ticket? You should debug in this function to see where it's returning or skipping the intended Agent:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1646

Cheers.

tofuSCHNITZEL

KevinTheJedi
😉 I also had this idea - but no - its a completely different mail not belonging to any agent

KevinTheJedi

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.

tofuSCHNITZEL

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...

KevinTheJedi

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.

tofuSCHNITZEL

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.

KevinTheJedi

tofuSCHNITZEL

I’m confused by that statement. Are you not using SMTP?

Cheers.

tofuSCHNITZEL

KevinTheJedi yes and I referred to this setting:

there is no email from osticket in the sent folder of this mailbox.

KevinTheJedi

tofuSCHNITZEL

Alerts are sent from the System Default Email and Default Alert Email above that setting.

Cheers.

tofuSCHNITZEL

KevinTheJedi
yes and all use the same default IMAP/SMTP Mailbox:

KevinTheJedi

tofuSCHNITZEL

Then if you have SMTP setup/working correctly for the helpdesk@ email you should see the sent alerts in the Sent folder of the helpdesk@ email. If not then something isn’t right.

Cheers.

tofuSCHNITZEL

KevinTheJedi I can confirm they are not there and also on my testsetup I just created locally there is nothing in the Sent items folder of the mailbox that is used for sending. (local test setup uses completely different mailserver setup)
isn't normally the "email client" is responsible for adding the mail to the sent folder? if php is directly sending using SMTP I don't see how or why the server should add this mail to the "sent" folder...

KevinTheJedi

tofuSCHNITZEL

The system connects to the mail server via the hostname and port, then it logs in as the email on the mailserver using the configured authentication credentials, then it sends out the email on the mailserver. Thats simply how SMTP works.

If you go to the helpdesk@ email in the admin panel, click the Outgoing (SMTP) tab, make sure it’s enabled, and click Save Changes at the bottom does it save successfully?

Cheers.

KevinTheJedi

tofuSCHNITZEL

If you don't configure SMTP then, yes, it will use PHPMailer which typically uses the local sendmail on the server. If that's the case then, no, it won't appear in the Sent folder. Emails only appear in the Sent folder if using Authenticated SMTP.

If you are not using SMTP then you need to debug on the local mailserver to see why mail isn't being sent out to you.

Cheers.

tofuSCHNITZEL

KevinTheJedi yes everything is setup as SMTP not sendmail:

and it was also on my local test install but also there was nothing in "sent"

KevinTheJedi

tofuSCHNITZEL

If you click save changes on the Outgoing tab does it save successfully?

Cheers.

tofuSCHNITZEL

KevinTheJedi yes and also the "Test E-Mail function works" but also the testmail is not placed in the "sent" folder in the mailbox.

KevinTheJedi

tofuSCHNITZEL

Then Idk.. every single email setup I've seen (Google, MS, YaHoo, etc.) always show the sent mail in the Sent folder when sent via SMTP. Unless your email server doesn't keep a copy in the mailbox or something which is very seldom.

At this point you'd have to just keep debugging the code as you say you are in the $recipients array but does it skip your email? I would debug in the foreach to see if it's continuing on your email or what:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1734-L1744

Cheers.