Some email notifications not being sent - how to investigate

rupert9

Hi all,

in general email handling is working all fine in our osTicket install. It fetches our support emails and can send and receive emails. Email notifications work fine when users reply to our emails.

However one of our agents complained that he has not received a notification email for 2 cases when the users has sent a new email to the case.

Where can I find further information (log files maybe) to investigate the cause?

osticket version: v1.18

KevinTheJedi

rupert9

Check the email headers of the message that was supposed to trigger an alert and see if it contains any of these:

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

If so then we do not send an alert as it’s considered an auto-reply.

Cheers.

Daedalus01

Another thing to consider is that if say Agent 1 has replied back to the ticket and the user has sent in further ticket details or information, then Agent 2,3,etc... will no longer receive email notifications since Agent 1 is the ticket owner now. That is how the system is designed. I didn't know about that when I first started using osTicket. Not sure if it scenario is what you are experiencing or not.

KevinTheJedi

Daedalus01

That's only if you have Claim on Response setting enabled. If you have that setting disabled and an Agent responds then they will not auto-claim it and the Ticket will still be un-assigned (which should send alerts to the Department members).

Cheers.