New ticket alerts not working

RACKIT

I am having issues with new ticket alerts. They will go to the admin, when selected, but none of the other options work. When Manager, Member, or account manager are ticked, they do not receive emails. I am admin, so I get the notifications if admin option is checked. I am also a department manager and member, but do not get alerts when either of those are checked exclusively of admin alerts. No other department members get them either. This worked as recently as 2 days ago. Nothing has been changed on the server. I am the only one with root. They are not going to spam. I've restarted Apache, and then rebooted the server to know avail. Suggestions are appreciated.

Apache and os ticket error logs show nothing - no entry on the os ticket error logs, I do see the activity on the os ticket acces logs, but it is just browser info, page accessed, etc.

I am using IMAP with an SMTP relay through Google.

Here is the sys info dump:

About this osTicket Installation
Server Information
osTicket Version v1.17.2 (8fbc7ee) — v1.17.4 is available
Web Server Software Apache
MySQL Version 10.6.12
PHP Version 8.1.2-1ubuntu2.14
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml XML API
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
zip Used for ticket and task exporting
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone America/Chicago
Database Information and Usage
Schema osticket_db (localhost)
Schema Signature 83a22ba22b1a6a624fcb1da03882ac1b
Space Used 7.36 MiB
Space for Attachments 0.19 MiB
Timezone UTC

Installed Language Packs
English (United States)
en_US — include/i18n/en_US

KevinTheJedi

RACKIT

You should definitely upgrade to at least v1.17.4. Other than that you’d need to check the Department itself and make sure the alerts are enabled, the correct email is configured to send the alerts, and the correct recipients are configured. You also need to check each of the Agents in the Department to ensure Alerts are enabled for them individually. Lastly, if you have SMTP configured you can login to the email sending the alerts and check the Sent folder to see if they are actually being sent and just not being received or if they simply aren’t sent at all.

Cheers.

KevinTheJedi

RACKIT

Also, the alert will not be sent if the Ticket is auto-Assigned (as described in the Help Tip).

Cheers.

RACKIT

I upgraded to v1.17.4 - When I create a ticket from the front end, the notification to the user is received and shows in the sent items on the SMTP account. I can also send a test message to any number of email addresses and they are received by the recipient and also show up in the sent items as expected.

All agents and departments have alerts enabled. I get an alert when I have Admin or Department Manager selected - these also show up in sent items, but no alert appears to be sent when department members alone are selected.

KevinTheJedi

RACKIT

Are the Tickets being auto-assigned?

Cheers.

RACKIT

Since you pointed it out twice, with pictures, I checked. They were auto assigned by department based on help topic. This is no longer the case. I now revise my initial question, since I understand why they stopped working.

Working with the Email Template Set - osTicket Default Template (HTML). When new ticket alerts go to managers and admins it contains the subject and body of the ticket. You can see what the issue is in the email without needing to login to the ticket system. When new ticket notifications go to members, the email is a summary and you can't really see what the issue is unless you login to the ticket system backend. I can't determine which variable to add to the new ticket alert template to get the full info into the member new ticket alert. Your continued guidance is appreciated.

KevinTheJedi

RACKIT

You can simply use %{message} to get the User's message. You should review the docs here:

Cheers.

RACKIT

I saw this in the supported variables pop-up but was unclear on what the output would be. Thank you Kevin. I will read the docs. I really appreciate your time.