Issue WIth Replying To Tickets Not Assigned To Agent

swri666

I am having an issue where if another agent tries to send a reply from a ticket they are not the owner of, the ticket does not send.

It appears in the ticket to have sent, but no reply is sent out and the user who created the ticket does not recieve a reply.

We manage our helpdesk tickets through a shared email box we all have access to.

If the ticket is closed (Where no owner is assigned), or the agent is the assigned owner of the ticket, the response sends without issue.

We need it so that other agents can send responses to tickets not assigned to them WITHOUT the need to re-assign the ticket to them everytime.

I believe this used to work, not sure what has changed?

Using version osTicket (v1.17.2)

KevinTheJedi

swri666

What color is the thread entry when they post the reply? How are they posting the reply (ie. through the staff control panel)?

If you truly mean an Agent then the only way they can post a reply is if they have some sort of access to the Ticket. They are either a part of the Ticket's Department, one of their Teams is assigned, or they are directly assigned.

Cheers.

swri666

KevinTheJedi Hello,

We only have one department and all users are assigned to it.

Reply colour looks like seen below. Reply colour does not change but reply DOES NOT send through unless agent sending it is the current owner of the ticket. If reply is sent by agent who is member of same department but not current owner of the ticket, it looks the exact same in the osticket case page, but email does not send out to user who opened the case.

swri666

All of the agents are in the same department and can view all tickets without issue. We are a small team of three so no issues there.

The problem is just as described above.

swri666

I should also add that if case is closed (so essentially no one is assigned to it), then any agent can send a reply and it gets sent through to the creator of the ticket without issue.

It's only when the ticket is assigned to any agent that is NOT the person sending the reply that it doesn't work. There is no error is osticket and no indication that the reply hasn't sent except that I've tested it with multiple users and it doesn't send.

swri666

Any Update on this?

KevinTheJedi

swri666

That doesn't make any sense...the same system email is used for the Department unless the Agent manually changes it above the Reply box. So all outgoing responses should work the same regardless of who posted it.

Cheers.

swri666

KevinTheJedi Hello,

But it doesn't work and it doesn't get changed by the agent. We use a universal email to send all replies (help@XX-XX.com). The system and ticket appears to send replies without issue, but if the ticket is not assigned to a specific user, those emails never make it to anyones inbox or out of OSTICKET.

I've checked quarantine to see if they are getting to our system in any way and they are not. They aren't leaving OSTICKET.

If I then claim the ticket, and send a reply, it sends through without issue every time.

I need further guidance here.

KevinTheJedi

swri666

I mean you can follow the chain of postReply() yourself to see:

Here is where the email is sent to the User/CCs directly:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3432-L3457

I guess I'm not understanding you correctly as what you're saying doesn't make any sense. Unless you're talking about Agents aren't getting alerts on other agent replies?

Cheers.

swri666

Hello,

No what I'm saying is that the person that opened the ticket is not getting a reply if it's sent by an agent OTHER than the one assigned to the ticket.

Say agent 2 sends a reply to a ticket assigned to agent 1. The reply appears in OSTICKET to have sent without issue, but the person who opened the ticket doesn't get any response.

If Agent 1 takes ownership of the ticket before sending the reply, it sends through the original creator of the ticket without issue.

Esentially, only replies sent by the current owner of that ticket are sending through to users.

swri666

Actually Investigating more, and the error coming up is as follows. Error only comes up in OSTICKET logs when an email is being sent by an agent not assigned to the ticket.

Please note all agents have read/send as/Send on behalf of access to this email address.

Unable to email via Sendmail Unable to send mail: mail(): Failed to connect to mailserver at "localhost" port 25, verify your "SMTP" and "smtp_port" setting in php.ini or use ini_set()

KevinTheJedi

swri666

So the Agent is sending an email instead of replying through the Staff Control Panel?

Cheers.

swri666

KevinTheJedi Not sure what you are asking here. The agent is sending a response through the ticket using POST REPLY. The response appears to send correctly in osticket, other than the error found when examining system logs, and the fact that no email ever gets to the user who opened the ticket.

Again, this error only comes up (and the email does not send) if that agent goes into a ticket that is not assigned to that agent, and sends an email. If they claim that case or assign it to themselves (which they can do as all three of our users are administrators), and then send the email through the ticket osticket, the email sends fine and no error in the system logs.

I tried upgrading to 1.18 to see if that made any difference, but the error is still occuring.

KevinTheJedi

swri666

Check ALL outgoing email settings (system defaults and department level configs) to ensure they are all set to the proper outgoing address.

The error above is stating that no smtp was configured for the system email sending the mail (or if it is configured it’s failing) so the system is trying to send the mail via PHP which is also failing (as it doesn’t appear to be setup). To me this sounds like when the Agent replies when no one is assigned it’s using a different email than what you’re expecting.

Cheers.

swri666

I've checked Default Outgoing email settings (and Department level configs) and they are all set to use the same email address.

Same error. Any further advisory of where to look for changes. We have no Teams setup.

KevinTheJedi

swri666

Go to this line:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3431

… and add the following:

error_log($this->getNumber(), $email->getAddress());

Once applied create a test ticket, add a reply that doesn’t send an email, check your logs for the test ticket number, and see what email it shows. If it’s showing the correct email then I’ll have to see how your SMTP is configured for that address.

Cheers.