Email notifications not working for replies to tickets

drudich

I've seen some posts about this in the past, but nothing definitive about how to fix it.

All email alerts seem to be working fine except if someone replies to the ticket email, then an email alert is not sent to the assigned agent.

Here's the workflow:

1.) User sends email to create a ticket
2.) Agent assigns the ticket to himself and sends an email ("Post Reply") to the User.
3.) User replies to the "Post Reply" and the reply gets added to the ticket, but no email alert is sent to the agent to let him know that the User replied.

I have the alerts setup as shown below:

Any help is greatly appreciated to get this resolved. Thank you!

KevinTheJedi

drudich

Check the headers of the user's message to see if it contains any of these headers:

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

If one of these headers is present it's considered an auto-reply and we will not send out alerts. You can see here where we set $autorespond to false if considered bounce or auto-reply:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3190-L3191

... then here we return $message; before alerting Staff members if $autorespond is false:

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

Cheers.

drudich

@KevinTheJedi

Thank you for the reply. I just searched the email headers for the words auto, precedence, and amazon (search was not case-sensitive) and it was not found anywhere in the headers.

Any other suggestions? Can/should I append anything to the headers (via a mail flow rule) to force osTicket to send out the new message alert?

KevinTheJedi

drudich

No, we don’t have a mechanism for that; it should be sending them out if everything is enabled appropriately and it’s not considered a bounce/auto-reply.

So let’s take a step back and review your system configurations to make sure. We know you have the global new message alert enabled and the assigned agent/team recipient enabled. Now let’s look at the Department settings for a Ticket's Department where the alerts aren’t sending.

What is the Alerts and Notices section's Recipients option set to for the Department?
Is the Agent not receiving the new message alert the Manager of the Department?
If you look at the Access tab for the Department does the Agent have the Alerts checkbox enabled (checked)?

Cheers.

drudich

@KevinTheJedi

Here is a screenshot of the Department settings (below). No, the agent is not the manager of the department. In fact, there is no manager set.

drudich

I did also just test it with setting a Manager, changing the Outgoing Email and Template Set and the Auto Reponse Email fields to the mailbox I'm using, but unfortunately, it made no difference.

I still do not get any alerts to the Department Manager or Assigned Agent when a reply is sent to the ticket.

I found that if a user replies to an email when the ticket was manually opened, then the agent receives the "New Message Alert". However if the ticket was opened by the user via an email, then replies to the original ticket email do NOT send out the "New Message Alert".

drudich

@KevinTheJedi

Could I possible do a quick screen share with you to show you the issue? I could send you a Teams link.

KevinTheJedi

drudich

I cannot do that unless you go through our professional support services.

Cheers.

drudich

@KevinTheJedi - Okay - so do you have any other suggestions to get this working properly?

I even tested having the emails bypass our spam filtering to make sure that wasn't doing something to the headers, but no luck.

The "New Message Alert" will still only work if the ticket is opened manually by an agent... not if the ticket was opened via an incoming email.

KevinTheJedi

drudich

I would have to test to see if I can even replicate it. This might take time as I’m super busy so you’ll need to be patient.

Cheers.

drudich

Sounds good. Thank you. Please keep me posted.

I also tried upgrading from PHP 8.1 to 8.2 which did not make a difference. I'm running osTicket 1.18.1