Email to agents issue

rsfcit

When a ticket is raised the tickets are not being forwarded to agents and we receive the following error:

Excessive errors processing emails for ssl://outlook.office365.com:993/IMAP (RSFC Helpdesk ). Please manually check the Fetch Folder (INBOX) [1/30 - 0/1] using osticket for received tickets. Mail is not being sent to agents

Emails are being sent for forwarded emails and for assigned tickets but not the initial agent notification. Running version 1.17.6

KevinTheJedi

rsfcit

If you get other alerts for Agents but not this particular one then it sounds like it may be disabled. You need to check all possible settings to see if it's disabled somewhere.

Reference

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

rsfcit

Many thanks for your reply. The solution was working perfectly for us until yesterday morning and then only the new ticket emails were not being sent to the agents. The ticket is logged on the helpdesk but no email is sent. If the ticket is assigned to someone it will send an email alert, same with transfers and closing tickets.

KevinTheJedi

rsfcit

Are you using different emails to send? If so, one could be failing. Other than that you'd need to review all the settings mentioned in the guide I linked above to ensure it's not disabled anywhere specific.

Cheers.