System/Alert Email issue

konst643

Hello, I'm facing an issue with email alerts, hopefully it's just a misconfiguration.

I have two Email Addresses added in Settings:

A. support@domain.public (Default System Email, fetching enabled) to open new tickets
B. alerts@domain.private (Default Alert Email, fetching disabled) supposed to send alerts to Agents

For some reason, all alerts concerning tickets activity are being sent to Agents form the Email A. There were only 'Ticket Agent Email Templates/Internal Activity Alert' notifications from the Email B as of now.

Is there something I could miss? Please advise.

KevinTheJedi

konst643

You can either go to the Department and set the Outgoing Email to Email B -or- set your Default System Email to Email B.

When sending Agent Alerts the system will first check the Department to see if it has an Outgoing Email set. If so, it will use that email. If not, it will use the Default System Email.

Cheers.

konst643

KevinTheJedi Hello, thank you for the response.

According to your instructions literally all messages (to Agents and to out-of-Department end-users) will be sent from the Email B, right?

I assumed that the System Email is for sending to end-users (marked with red on my screenshot), while the Alert Email is for alerts triggered within the osTicket itself (marked with blue). If so, what's the actual function of the Alert Email?

KevinTheJedi

konst643

Let's take the "New Ticket Alert" for example. Creating a new Ticket calls onNewTicket():

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.ticket.php#L1646

This method calls $dept->getAlertEmail():

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.ticket.php#L1699

As you can see below, this grabs the Department's Email:
-https://github.com/osTicket/osTicket/blob/develop/include/class.dept.php#L193

... and if none is set it calls $cfg->getDefaultEmail() which grabs the "Default System Email" setting:

https://github.com/osTicket/osTicket/blob/develop/include/class.config.php#L617

However, for "New Activity Alerts" you can see we call $cfg->getAlertEmail() which grabs the "Default Alert Email" setting:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.ticket.php#L1966

Chers.

oxlian

I have the same setup with a support email address (Email A) and an alerts email address (Email B).
I never want users to see the alerts email (Email B), so setting the Department Outgoing Email to Email B is not an option.
Setting the Default System Email to Email B doesn't fix everything either, because then the Department Outgoing Email must be set to Email A and so new ticket alerts still come from Email A.

Since new ticket alert emails always come from Email A, auto-responders from agents who go on leave create an avalanche of new tickets. To stop this, I've had to create a filter to stop new tickets from my own domain, which is an ugly workaround that limits what agents can do with osTicket. Is there a better solution for this problem?

I expect the same email from-address behavior as @konst643 describes above with his screenshot, but that clearly is not how it works. Could we get some clarity as to which emails (the ones in the screenshot) use which address? (I appreciate they have a fall-through of multiple addresses, so a list of which function each uses would be helpful as a simpler alternative.)

KevinTheJedi

oxlian

The code is free and open source so you can view the outgoing email flow at your own leisure:

https://github.com/osTicket/osTicket

Github has a really robust search feature and even a cool new Symbols feature that shows definitions, usages, references, etc.

Cheers.