Hi Support,

We are having some issues with our osTicket instance whereas there are no emails sent to the agent/team/department about the new message added to the ticket right after a customer replied to a ticket via email.

Here's the exact scenario where this happens:

  • The ticket was closed by an agent.
  • The customer replied to the ticket that was already closed.
  • The email sent by the customer was received by the mailbox we are using for osTicket.
  • The task schedule was successfully run to fetch the emails from the mailbox.
  • osTicket was able to process the ticket and mark the status as reopened.
  • There are no emails being sent to the agent/team/department about the new message added to the ticket.

We've already checked the PHP, MySQL, and even Windows Event Viewer's logs for possible errors but none were found.

Could you please provide some guidance on how to address this issue?

Thank You,

-Dan

  • KevinTheJedi replied to this.

  • Hi @KevinTheJedi. I think this is it! It falls under the "passive threading" since the customer replied to the original email where they were added as a recipient. On this specific reply, the customer did not respond to the alert/reply from the system. They responded to the email they received, having the Service Desk email also looped in.

    Thank you for the enlightenment. You the man!

    Hi @KevinTheJedi , As requested, below is the email header. Please note that certain details have been modified, as the original contains sensitive information that I'm unable to share. Thank you in advance for your assistance with this matter.

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Subject: Re: Ticket #111111 [P4] [Client] - Ticket Summary
 Primetime Licenses
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      Hi @KevinTheJedi, The settings for "New Message Alert" is enabled and have the Department Manager checked.

      As for the Department Manager, it is assigned to a Team with all the members enabled to receive alerts. With this setup, should all the members within that Team receive the New Message Alert?

        drico

        With your current settings only the Department Manager would get the New Message Alert.

        Cheers.

          Hi @KevinTheJedi, I meant for the Team earlier was an Agent with the name 'Dispatchers Team'. As the Dispatchers Team's email is a distribution group, the new alert message should have been sent to dispatchers@organization.com and must be received by the members included in it. However, there are no emails being sent to dispatchers@organization.com. For other replies from the customers, we are receiving the email alerts, it's just in this case where there are no emails received.

          Please see the screenshots below for your reference.


            drico

            Is the CC the dispatcher email?

            Also, is the User replying directly to an alert/reply sent from the system or are they replying directly to one of their previous emails that they sent? They should be solely replying to alerts/replies sent from the system in order for the alerts to send out. If they don’t then it’s considered “passive threading” in which the system silently (passively) listens (ie. doesn’t do anything but save the message).

            Cheers.

              The dispatchers email is not included in the CC recipients. As for your question where the user is replying, let me review the thread and get back to you.

              Thank You

              Hi @KevinTheJedi. I think this is it! It falls under the "passive threading" since the customer replied to the original email where they were added as a recipient. On this specific reply, the customer did not respond to the alert/reply from the system. They responded to the email they received, having the Service Desk email also looped in.

              Thank you for the enlightenment. You the man!

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