Hello
I'm having an issue, agent gets notification when a tickets get replied on the web, but when a ticket is replied by email and then fetched, the reply does show on the ticket but no notification of new reply is sent out.
Basically
Replied on web by end user: agents gets alert.
Replied by end user via email and fetched, agent gets no "New msg alert". (But new msg shows on ticket)
What could be the issue, thanks
Do the headers of the User's email contain any of these headers?
If the email does contain one or more of the above headers the system will not send an alert as the email be considered an auto-reply.
Cheers.
KevinTheJedi Hi Kevin, thank you for your quick reply, i've verified and neither of those headers are present,
The tested emails are Gmail, i'm retesting for results and will get back.
Hi Kevin
So it is kind of funny, first fetched email reply does indeed work, but later fetched email replies do not send notification.
It appears you have heavy mods as this does not look like vanilla osTicket. Please remove all mods and post a new screenshot as this makes it hard for me to decipher.
Cheers.
Here is where we return (ie. do not send alerts) on a New User Message:
You can debug from here (ie. start here and trace backwards) to see where alerts are being disabled. It could be from email headers, could be from system settings, etc.
Cheers.
