Mail Notifications

rubenfuser

Good morning at all!
i'm struggling on notifications with gmail or Outlook 365 with osticket.
i'll try to explain in schematic mode:

User open a ticket sending a mail to osticke mail-->it is processed and will show up in osticket-->admin can reply via osticket web-->user receive the mail conteining the admin answer.
till here everything works as expected, now pay attention to following issues:
if user replies via mail app on iphone, he receive the confirmation that the comment has been added to the ticket.
BUT if the user reply to the admin answer via WEB (gmail in this case) the answer is added to the osticket portal BUT user doesn't receive the mail that confirms the comment has been added to the ticket! neither admin get the notification!

same but different issue on outlook 365.
SOME users with the same Outlook 365 are able to receive the confirmation when a comment has been added to the ticket BUT other user are NOT able to! and outlook is the same, and both users are inside the same society.

this is making me crazy.

i could think the issue could be related to the settings filed "reply above this line" but i don't know if it's true or not.

any help will be appreciated. thanks a lot!

KevinTheJedi

rubenfuser

Post the headers of an email that didn’t trigger alert.

Cheers.

rubenfuser

KevinTheJedi thank you for your interest in my request. following headers from osTicket.

KevinTheJedi

rubenfuser

I couldn’t see anything there. Here is the section where we set the variable for auto respond and a little below it you’ll see where we call onMessage that sends the user notifications. You can add debug statements there to see where it’s being disabled.

Cheers.

rubenfuser

@"KevinTheJedi"#p156318thx. you mean in osticket-->settings-->system-->debug level?

KevinTheJedi

rubenfuser

No, I mean adding actual debug statements to the codebase. However it doesn’t appear you know how to do that so let’s not do that for now.

You have the Submitter recipient enabled for the New Message option in the Autoresponder settings?

Cheers.

rubenfuser

KevinTheJedi nope, i'm sorry but i'm trying osticket for a month, so not yet so skilled 🙁
this?

KevinTheJedi

rubenfuser

That’s not what I’m talking about. I’m talking about Admin Panel > Settings > Tickets > Autoresponder > New Message.

Cheers.

rubenfuser

KevinTheJedi oh thx. better tell me the path where to find what you need.

KevinTheJedi

rubenfuser

Is the User replying to an alert/reply sent from the system or are they replying to their original email or any other email that was not sent from the system?

Cheers.

rubenfuser

i tell you the procedure:

user write an email to a office 365 group that forward to an external contact on hotmail where osticket check a specific folder if there are new mail, and when "ticketized" mail will be moved on another folder on hotmail.
so user will reply to the mail coming from hotmail. in fact on "failed" alerts, i cannot see any "sent items" from hotmail.
i don't know, but, do you think that could be a potential issue that my "user mail" registered in osticket is the same admin mail registered in osticket? and this can cause issues also to other users?

KevinTheJedi

rubenfuser

I'm even more confused now honestly.. so the User you are sending an email from is the same address as the email that's used for fetching in osTicket?

Also, in the email headers, is a System Email listed as the To or CC?

Cheers.

rubenfuser

KevinTheJedi no, misunderstanding...

the mail where users request support (the gruop described before) is called it@blabla.com, that forwards to "tickets@hotmail.it" where osticket system fetch and send emails.
my mail address is rfuser@blabla.com and is used as user and as admin mail.
i mean here is rfuser@blabla.com

KevinTheJedi

rubenfuser

Oh the user part is fine. However, in the mail headers, does the To/CC header include the Hotmail email at all?

Cheers.

rubenfuser

KevinTheJedi i wil paste the original one. please delete it after examination 😉 thx

KevinTheJedi

rubenfuser

Okay so the To in this case is an outlook email. Is this outlook email added as a system email? If not simply add it (don’t configure remote mailbox or outgoing tab; simply add the email) and retest.

Cheers.

rubenfuser

KevinTheJedi
where to put it as a system email? i'm sorry to stress you out, but osticket has so many pages and sometimes i get lost on them...
can you post a screen when you ask to check/change settings?

thank 🙂

KevinTheJedi

rubenfuser Admin Panel > Emails > Emails

rubenfuser

KevinTheJedi thank you so much for your patience 🙂

just like this:

KevinTheJedi

rubenfuser

Yes but make sure you are adding the email that your users are sending the emails to (that then gets forwarded).

Cheers.

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.