E-mail notifications not working properly

ramy-cs85

KevinTheJedi
I mean new tickets alerts and according to attached photo all the users are team members and department members , also the screen of message trace showing some times all of them receive new ticket E-mail alert and most of time only one of them receives it.

KevinTheJedi

ramy-cs85

Show the department settings. Also, is the Ticket being assigned to an Agent/Team as the Ticket is being created?

Cheers.

ramy-cs85

KevinTheJedi

as the screen showing the new tickets are unassigned.

KevinTheJedi

ramy-cs85

Show an example ticket header.

Cheers.

ramy-cs85

KevinTheJedi

Ticket header attached
also attached screen shot for recent message trace "today"
In the attached message trace, you’ll notice two different behaviors:
The orange-circled tickets: Notifications were sent to only one agent.
The green-circled tickets: Notifications were sent to all agents in the department.
This inconsistency is driving me crazy 😅, and I can't figure out why it's happening

KevinTheJedi

ramy-cs85

I would start debugging here:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1697

You can add debug statements to various parts of this function to see where it's failing at in those instances.

Cheers.

ramy-cs85

I activated debugging and debugging results showing the E-mail is being sent to all Department members , when doing message trace it's showing that E-mail has been delivered to only one agent from the department , what to do next?

KevinTheJedi

ramy-cs85

Okay, now you need to debug where it loops through the recipients and see what’s going on:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L1734

Cheers.

ramy-cs85

KevinTheJedi

after activating debug there are failure error as screen showing , the strange one of users in debug results showing FAILED to send but in message trace showing delivered , what next step to do?

KevinTheJedi

ramy-cs85

Then it was delivered.. idk what you are asking here. It may say failed but clearly according to the message trace the email was sent.

Cheers.

ramy-cs85

it was delivered for the user Mohamed Hegazy although debugging showing it's failed , also rest of department users (nada.isamil and ahmed.maher) didn't receive alert!!! , all other notifications working properly including "internal activity , assigned ticket , new ticket opened for creator" the problem is in new ticket alerts for agents which not working perfectly

KevinTheJedi

ramy-cs85

Where exactly are you logging "FAILED" at?

Cheers.