Mail Notifications: Page 2

Mail Notifications

rubenfuser

KevinTheJedi ok i've tried adding the mail address (keeping it disable without smtp settings and so on) but still doesn't work.

this is what i've done to test: opened a ticket from my personal address, ticket has beeen created successfully.
replied as admin from the web page of osticket.
reply arrived correctly to my personal mail.
from gmail web, i've replied to the admin answer and no one get the notification of the reply. i only can see it if i log to osticket web.

KevinTheJedi

rubenfuser

Comment this line out and retest:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.thread.php#L1498

Cheers.

rubenfuser

KevinTheJedi seems you got it! i've received both notification to admin and to user!
i will check if notification will work also for company users, and i will report it here. for the moment i will mark this answer as best.
what does exactly that line? just curious...

KevinTheJedi

rubenfuser

Then that means you have not added the correct email as a system email or the user is not replying to an alert from the system, rather one of their original emails. Are you certain you added the email address the users sent the original email to as a system email? Are you certain the user is replying to an alert/reply sent from the system?

I would not recommend keeping this commented out as it will have unintended consequences. This is simply for testing purposes.

Cheers.

rubenfuser

KevinTheJedi no, users reply to public address of osticket that NOT the address where they open a ticket...
'cause i cannot configure office365 mail on ositcket due to company restrictions, so i had to create a contact and this contact has been configured on ositcket as default mail where ticket arrive...

i will post some email settings screen, can you check and then delete them?

rubenfuser

as you see, default one is where ticket arrive, forwarded by the othe rmail address (not the default one)

KevinTheJedi

rubenfuser

Interesting. So does the User reply directly to the reply sent from the Agent or are they replying to their own email from before?

Cheers.

rubenfuser

KevinTheJedi users reply to the answer sent from osticket web by admin.
users receive the answer from admin and then they reply to it and notification are not delivered to users/admin. are visible only from web console.

KevinTheJedi

rubenfuser

Compare the raw email headers from the email that the user sends vs the email your system receives after being forwarded. Specifically compare the Message-Id, In-Reply-To, and References headers and see if it’s different at all. If so then your forwarding rule is changing the email when it shouldn’t. So if that’s the case change the forward rule to a redirect rule so that the original headers are intact.

Cheers.

rubenfuser

KevinTheJedi
this is the Message-ID of the first mail:

this one is the answer never notified by ositcket. visible only by web page:

KevinTheJedi

rubenfuser

You only posted the In-Reply-To and References from the second one. Post these headers for both emails please.

Cheers.

rubenfuser

KevinTheJedi

[headers]

rubenfuser

just another thing, that i don't know if can help. the mail address set on osticket is a member of the group where users write and open tickets. it's not a forwarding...

KevinTheJedi

rubenfuser

Well the first set of headers you posted has the X-Auto-Response-Suppress: DR, OOF, AutoReply header set which will definitely prevent alerts. However, we are discussing the subsequent user message which does not apply in this case.

The second set of headers you posted has an In-Reply-To header of AS8PR02MB10409A13FC2E072B5BDF8EAC0B5CD2@AS8PR02MB10409.eurprd02.prod.outlook.com. Can you find the email with the Message-Id of AS8PR02MB10409A13FC2E072B5BDF8EAC0B5CD2@AS8PR02MB10409.eurprd02.prod.outlook.com? Once you find it, please tell me if that is one of the User's emails or an alert/reply from the system.

Cheers.

KevinTheJedi

rubenfuser

Basically, this is boiling down to I do not see an osTicket-generated Message-Id within any of the headers you posted above. Before an email is sent out from osTicket we generate and apply a unique Message-Id in this format. It's very distinctive and I do not see this within any of your mail headers. This leads me to believe that either your user is not replying to an alert/reply sent from the system or you are having some weird issues with your mail setup that changes the emails and headers somewhere before they are delivered to the User.

Cheers.

rubenfuser

i can tell the story of that ticket.
user opened a ticket via mail
i, as admin, have replied by osticket via web
answer (second headers of post before) from user arrived only via web and admin has not been notified by mail.

KevinTheJedi

rubenfuser

Right, and I believe it's because the user is not replying to your reply or there is something wonky with your mail setup outside of osTicket.

Cheers.

rubenfuser

if you want, on the same day i've managed another ticket from another user, and i've been notified correclty. if you need, i can post header if you want to have a look...

rubenfuser

mmm...but with my perosnal email, i'm sure to reply directly to the admin email, and from web reply doesn't work, but from the ios Mail app the notification is generated correctly...

KevinTheJedi

rubenfuser

Then is your web client adding anything to the headers or something? What's different between the two?

Cheers.

rubenfuser

KevinTheJedi i don't know, i hope you can gve a hint about this.
doing my many test, i fall to this strange thing that the google web page of gmail, when answering to a ticket, the answer is registered but not notified.,
i can suppose this is an issue related to osticket, or to the only rul ei have in hotmail, that allows only mail coming from the company domain and from @gmail.com that move mail to a specified folder (this is to prevent spam that could became tickets). following the screenshot if can help:

it just identify mail coming from company name or my personal address or from a friend address and move them to the ticket folder where osticket fetch its emails to become tickets.

anyway, it doesn't explain why notification are sent only if i comment a ticket by app Mail fro IOS and not from web gmail page. and also doesn't, why some company users can be notified to comment and other don't 🙁 i think i'm making you crazy, and i'm really sorry for this...but i really appreciate your help and your time for this topic.

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