E-Mails not being sent reliably to all agents

DReffects

Hello there!

OS Ticket Verison v1.18.1

A specific agent is reporting that he is missing e-mails about new tickets and answers to tickets. System logs show no errors.
E-Mails are being sent via SMTP login. Test E-Mails reach the agent.

It "feels" like no mails are being sent while the agent is logged in. Is there a setting that prohibits e-mails when an agent is logged into osticket?

How can I troubleshoot this?

Thanks :-)

KevinTheJedi

DReffects

No, it sends alerts regardless of online status. Can you check the Sent folder of the email sending alerts to confirm if it was sent and not received or not sent at all?

Also you can review the Alerts Guide here:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

DReffects

Hi Kevin, thanks for the reply!
I do not have a sent folder when sending via SMTP. Unfortunately the hosted exchange version I use here does not offer any additional logs.

Has the "send test email" function been removed?

KevinTheJedi

DReffects

Oof, that sucks. No, that would be under Admin Panel > Emails > Diagnostic.

Cheers.

DReffects

KevinTheJedi
Diagnostic E-Mails are being recieved by the agent. Is there a way to enable some sort of debug mode in osticket to track all outgoing e-mails or any other method that verifies, that emails are being sent when there's a new ticket?

mlyristis

Same is happening to me, i do not get the emails while other agents do

mlyristis

mlyristis on new tickets made.

KevinTheJedi

DReffects

You would do that by be checking the Sent folder. We do not have an outgoing email debugger for alerts, etc. you can add debug statements to the code in various places and log the needed information.

Cheers.

DReffects

I'll give that a try! Thanks!

KevinTheJedi

DReffects

Just beware I have seen instances where the mail provider doesn’t keep copies in the Sent folder when sending via SMTP. Most major providers do this by default like Gmail, O365, etc. So if you’re using a non-major email provider you’ll have to ask them if they keep copies of mail sent via SMTP in the Sent folder to be certain.

Cheers.