No notification on fetched ticket replies

iraton

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

KevinTheJedi

iraton

Do the headers of the User's email contain any of these headers?

https://github.com/osTicket/osTicket/blob/develop/include/class.filter.php#L903-L915

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.

iraton

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.

iraton

Hi Kevin

So it is kind of funny, first fetched email reply does indeed work, but later fetched email replies do not send notification.

KevinTheJedi

iraton

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.

KevinTheJedi

iraton

Here is where we return (ie. do not send alerts) on a New User Message:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.ticket.php#L3204-L3205

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.