Hi dears I am using osticket v1.18.2 and I am using OAuth2 plugin "last update" with Microsoft E-mails and adjusted the E-mail alerts for new tickets to be sent to all teams members , I am quite sure all configurations are set correctly and I were able to send test E-mail from all linked E-mails but now I am facing problem that when users create new tickets some time alert sent to all team members and most of times only one person from the team receives new ticket alerts and others not receiving it , why this is happening and how to get it fixed ,, attached photos for the configurations and Message trace from Microsoft portal
ramy-cs85
Sounds like you simply need to check (enable) the checkbox for Team Members under the Ticket Assignment Alert.
Cheers.
You mean assigning the new tickets right? If so my above reply stands. If you mean simply the new ticket alert then only Department Members will get that; not the Team members.
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.
Show the department settings. Also, is the Ticket being assigned to an Agent/Team as the Ticket is being created?
KevinTheJedi as the screen showing the new tickets are unassigned.
Show an example ticket header.
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
I would start debugging here:
You can add debug statements to various parts of this function to see where it's failing at in those instances.
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?
Okay, now you need to debug where it loops through the recipients and see what’s going on:
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?
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.
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
Where exactly are you logging "FAILED" at?
