New Ticket email not sent to Department members

RiddleNL

The "New Ticket" alert is not being sent to 'department members'. I only see an e-mail to myself as admin in the email logs.
E-mail Alert is on for New Tickets.

osTicket version 1.17.2. I do receive the e-mail and also e-mails to and from customers are working.

https://i[dot]gyazo[dot]com/174b3558e6223910a10ae8fe25da0931.png
https://i[dot]gyazo[dot]com/fd2a702695d9ee33ae24e55042bab163.png

KevinTheJedi

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)

Also, we do not go to 3rd party sites for images. You can upload images directly to this site.

Cheers.

RiddleNL

KevinTheJedi
It's get on Department and Extended access members.

KevinTheJedi

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.

RiddleNL

KevinTheJedi It's created through Email. In the queue settings I don't see a ticked variable to disable auto alerts

KevinTheJedi

RiddleNL

Is the ticket being assigned on creation?

Cheers.

RiddleNL

KevinTheJedi No, I saw that in the help popup so double checked that. I also only see a "Created by" note for tickets.

KevinTheJedi

RiddleNL

Well the only reason it wouldn’t alert members is if it’s assigned, there are no members with Alerts enabled, or the alert is disabled.

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1711

Cheers.

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: