Internal Activity Alert received by User (Collaborator)

dlarejsalvatore

After reviewing the email logs, I discovered that my users are receiving Internal Activity Alerts despite being listed as Collaborators on the ticket. They are receiving two emails simultaneously: one from Response/Reply Alert and the other from Internal Activity Alert.
I double-checked my settings, and yet this shouldn't happen because the collaborator is not registered as an agent.

Note that the Ticket Creator does not receive this kind of notification, only the Collaborators do.

your help is appreciated
thank you in advance

KevinTheJedi

dlarejsalvatore

Users have an activity notice as well. Admin Panel > Emails > Templates > New Activity Notice

Edit this template to add something unique, retest, and see if the activity notice you receive contains it. If so then you know it’s the user activity notice and not the agent activity notice.

Cheers.

dlarejsalvatore

KevinTheJedi
The template being used is the Response/Reply template, not the New Activity Notice template, even for the ticket creator. I tried adjusting variables and yet the collaborator is still receiving Internal Activity Alert.
Note: In this instance, the agent is making the reply, not the collaborator.

Yet still I am receiving Agent New Activity Alert on my collaborators.

Response/Reply template

Internal Activity Alert template

KevinTheJedi

dlarejsalvatore

I see you have a theme installed, do you have any other mods installed? This doesn’t make sense unless the collaborators are Agents.

Cheers.

dlarejsalvatore

KevinTheJedi Other than the theme, I have not made any additional modifications. I have only made some minor adjustments to the Email Templates such as variables.
I tested a reply from the collaborator and the other collaborator still received an Internal Activity Alert.

KevinTheJedi

dlarejsalvatore

Do you have some sort of mail server/mailbox rule that automatically CCs the approver user or something? We don’t add CCs to the internal activity alerts but in your screenshot I see a CC on it. See the code below where we loop through each staff member and send the new activity alert individually:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L2017-L2033

Cheers.

dlarejsalvatore

KevinTheJedi
I have not set any rules to CC my collaborators on my mail server and if my mail server is the problem. Why is it sending the email template for an osTicket agent? That's why I'm confused about this issue.
Why does a collaborator receive an AGENT ONLY notification and it's giving back NULL Array values?

I checked my settings again and again and again. Did I overlook something? 🙁🙁

KevinTheJedi

dlarejsalvatore

Uncheck the box for “Participants: Send new activity notice” under Admin Panel > Settings > Tickets > Autoresponder, Save Changes, retest, and see if the issue persists.

Cheers.

KevinTheJedi

dlarejsalvatore

If all else fails I’d recommend replacing your code with the latest download from our website, reload the web server and PHP-FPM (if you’re running it), and retest. I’d also recommend testing without the modded theme installed to see if that is potentially messing with things. Those are some really funky issues and I don’t think I’ve seen them before.

Cheers.

dlarejsalvatore

KevinTheJedi
I tested this, it's still the same. 🙁

Uncheck the box for “Participants: Send new activity notice” under Admin Panel > Settings > Tickets > Autoresponder, Save Changes, retest, and see if the issue persists

dlarejsalvatore

KevinTheJedi
Yeah, I've exhausted my options and will attempt to reinstall the new version and test again.

If all else fails I’d recommend replacing your code with the latest download from our website, reload the web server and PHP-FPM (if you’re running it), and retest. I’d also recommend testing without the modded theme installed to see if that is potentially messing with things. Those are some really funky issues and I don’t think I’ve seen them before.

dlarejsalvatore

Update
Hi again, I've installed the latest version of osTicket (classic theme) on my test server. Tested the issue, didn't occur.
Installed the osTicket theme, and tested the issue, which also didn't occur.

My only solution is to reinstall the latest version of the osTicket on the live system to fix this.
Will get back to you. 🥲

dlarejsalvatore

Update
I installed the latest version of osTicket on my live server with the theme. It worked just fine, but I still don't know why the error occurred in the first place.