Can autoreply be configured for user?

emilioeverard

When a user or agent creates a ticket, an alert email is reveived by the user but how can I configure system to alert the user when an agent posts a response. Is it possible? I do not see relevant settings in [Ticket Settings and Options] Autoresponder or Alerts and notices but the Response/Reply Template suggests this is its purpose.

KevinTheJedi

emilioeverard

That’s the whole point of the reply function. You are replying to the user so it will send out an email automatically. The only way to disable or prevent the reply from sending is if the Agent themselves set the Reply To (above the reply box) to - Do Not Email Reply -.

Cheers.

emilioeverard

Thanks for confirming. But given that function is meant to be implicit but is not happening I am struggling to undertand why.
The email function is working as new ticket is getting sent to user.
The https://help.sasac.co.uk/scp/settings.php?t=tickets#autoresp has ticked the options
New Message: Submitter: Send receipt confirmation & Participants: Send new activity notice
The https://help.sasac.co.uk/scp/settings.php?t=tickets#alerts does not show any releveant options (or am I missing this)
I am using osTicket Default Template (HTML) [status=Active & In Use: Yes] and that has the template:Response/Reply defined with the subject Re: %{ticket.subject} [#%{ticket.number}] and body with variables:
%{ticket.status} ; %{recipient.name.first}; %{response}; %{ticket.thread}

Any suggestions what else I am missing/overlooking?

KevinTheJedi

emilioeverard

Not really, you can check your system logs for any related mailer errors. It’s also worth checking the From email (above the reply box) to make sure the right system email is being used. If so then you should check its Sent folder to confirm if the email was sent or not. Worst case you can run a mail trace or look at the mail logs on the mail server to see if a connection is being made, etc.

Cheers.

emilioeverard

Thanks for getting back. The issue is now resolved.

My installation runs on a Siteground server and used the PHP mail function AKA mail() or Native PHP function or PHPMailer. (hope those get picked up as keywords in subsequent searches in case other have same issue).

On the page ...../scp/emailsettings.php The Outgoing Email: Default MTA = None: Use PHP mail function
Because other email notices/alerts triggered by other templates were working I expected the template:Response/Reply to also work. There were no errors or reasons I could see why it was not working.

I read the PHP mail function is notoriusly unreliable and difficult to diagnose. As part of my diagnosis I changed to using standard IMAP and SMTP and when I did, the Response/Reply template started sending emails.

So the fix was to configure osTicket email to use SMTP and not PHPmail