E-Mails are not being sent or received

Alexander_Kuhn

Hi everyone,

we installed osTicket on our own server and ran into a problem. We are a small group from Ethiopia in the health sector, that provide medical aid to people in need.
When someone creates a new account, no activation email is sent. The user shows up under Users → Locked (pending activation), but they never get the email, and I also cannot manually unlock/activate them as an agent.

Has anyone seen this before? What could be the reason activation emails are not being sent, and why can’t we unlock the accounts manually?

Setup details:
osTicket version: 1.18.2
PHP version: 8.2.12
Email method (SMTP / PHP mail): office365

Any ideas on what to check would be very helpful. Thanks!

KevinTheJedi

Alexander_Kuhn

Sounds like you don't have SMTP properly configured or if you do it's either failing or maybe something else entirely like the recipient is rejecting the mail, etc. I encourage you to go to your system email, click on the Outgoing (SMTP) tab, ensuring the correct host information is filled out, ensure the Status is set to Enable, and Save Changes. With the Status set to Enable and saving changes it actually tests the authentication and connection. So if that fails then you'll know it's not configured correctly. If the authentication passes you should check your System Logs for any related Mailer Errors.

Cheers.