Previous email address for agent bounces

RACKIT

I have an agent that recently had their email address changed from joe@test.tld to joe@testX.tld When system alerts go out, I get a bounce to joe@test.tld (that is why it was changed). We reset the agent's password for ost and they received the reset email to the correct joe@testX.tld address. The agent is not receiving alerts however. I've verified the agent address as being the correct one, and I have made sure that the correct address is in any groups that the agent is a member of within our email server backend. I assume that I am missing something here. Any advice is appreciated.

KevinTheJedi

RACKIT

The only place you need to update is their email address in their Agent Profile. Unless they are also the Admin Email (Admin Panel > Emails > Settings > Admin Email). If that doesn’t help then it’s most likely the settings in the system like they are not configured to receive alerts for the Department, etc. A good test would be to create a Ticket where you know they should be alerted, login to the INBOX of the system email that’s sending the alerts, and check the Sent folder to see if they are being sent and not received or not sent at all. If being sent then the issue is outside of osTicket. If not then like I said above it’s likely they are not configured to receive alerts.

Cheers.

RACKIT

They are configured to receive alerts. The alerts are/were attempting to send to their old address that was incorrectly input. I could have been a cache issue, or something similar, as the bounces have ceased since Apache was restarted.