Email Alerts not Sending

talen7

Hello All,

I know there have been many threads regarding these alerts and email sends in general, and I have spent a couple of weeks scouring them looking for the answer to my problem, and I have not found it. I have also found something interesting about the pattern of non-function. So ... here goes ...

1. I have installed 1.6 RC4

2. New Ticket emails are being sent to clients.

3. Reply emails are being sent to clients.

4. Clients can open a ticket by sending an email.

5. All the alert settings are turned on in the control panel

6. Cron is enabled as a general setting, and for all departments.

The Problem: NO ALERTS OR NOTIFICATIONS SENT TO STAFF OR ADMINS

Interesting finding:

1. Under the Email settings, if i remove the optional name from the email that does all the sending and receiving, it no longer works (in this case it is Support).

2. In the settings tab, the default email address shows the above name (i.e. Support )

3. the No Reply, Alerts, and System Admin email address fields DO NOT show it this way.

4. Could that be related to the failure of the later three sending, but the success of the first sending?

Any thoughts? Where should I steer? I will happily (privately) provide admin access to someone if you can help.

Thanks in advance:

Brad

pennyhaynes

I'm having the same problem - no admin emails

A client just told me he opened a ticket on Friday - I never got a ticket. I just created a ticket for myself - never came to me as Admin. Please let me know the answer to this. This is VERY bad for business.

bbrantly

Hello,

Some hosting companies now require you to have the following line before the mail(to,sub,me,headers) php command.

ini_set("sendmail_from","email@domain.com");

You need to add this line of code to one file:

include\class.misc.php at line 79 right before mail($to,$subject,$message,trim($headers));

Hope this helps.

-Ben Brantly

(http://www.southernci.net)

talen7

Ben,

hanks for the reply. I tried the code, and it had no effect one way or the other. The same emails kept sending and not sending as before the edit.

Brad

jpowers40828

In class.tickets.php ~ line 995 is the call to the mail function. Try replacing

Misc:($cfg->getAdminEmail(),$subj,$alert,$cfg->getAlertEmail());

With

mail($cfg->getAdminEmail(),$subj,$alert,"From: Support <".$cfg->getAlertEmail().">\r\n");

And as a side note, in the settings you do have it set to send an alert to the admin correct?

talen7

Correct.

I will try your change and let you know. Thanks for the assist.

Brad

phpdan

same problem

Hi,

I am having the same problem, using rc4 as well.

I can submit a ticket and get an autoresponded message.

I can not get notifications.

I have tried the suggested changes to no avail.

Dan

jpowers40828

In include/class.ticket.php ~ line 981 AFTER

if($alertstaff && $cfg->alertONNewTicket() && is_object($ticket)){

ADD

echo "1";

That will tell us it comes up as it should alert somebody...

Then in include/class.ticket.php ~ line 995 AFTER

if($cfg->alertAdminONNewTicket()){

ADD

echo "2";

That will tell us if it thinks it should alert the admin...

Then in include/class.ticket.php ~ line 1003 AFTER

if($cfg->alertDeptManagerONNewTicket()) {

ADD

echo "3";

That will tell us if it thinks it should alert the department manager...

dajaes

Hi all,

I'm not getting any emails as well. Have tried all the suggestions above but no joy.

After adding jpowers lines I now get 12 at the top of the page after submitting a ticket.

If it helps, I'm running osticket on a Virtual Appliances LAMP server(VMware Apache, PHP, MySQL, etc).

Any help with this would be greatly appreciated!

Thanks

David

I thought I'd test the PHP mail function. Found the following code, which appeared to run without error, but didn't sent an email.

<?php

$to = "me@gmail.com";

$subject = "Test mail";

$message = "Hello! This is a simple email message.";

$from = "me@mydomain.org.au";

$headers = "From: $from";

mail($to, $subject, $message, $headers);

echo "Mail Sent.";

?>

________

(herbalAire vaporizers)

jpowers40828

I would guess the problem is with your server then, the php install or something...

I work on a shared hosting, so I've never had to install php and I am not familiar with what would cause the problem.

dajaes

Looks like I've got it working! On my linux VM I ran:

sudo apt-get install sendmail

Then updated the php.ini file to contain the following:

; Setup for Linux systems

sendmail_path = /usr/sbin/sendmail -t

________

(Kawasaki VN900)

phpdan

fix

Hi,

My problem was that I was browsing to scp/tickets.php?a=open and submitting a new ticket. The user who submitted would get the e-mail, but noone else.

So I ignored the problem for quite sometime and eventually sat down and did the following:

changed in scp/tickets.php:

line 316 if(($ticket=Ticket:($_POST,$errors,'staff',isset($_POST)?true,false))){

to:

if(($ticket=Ticket:($_POST,$errors,'staff',isset($_POST)?true,true))){

salami1_1

In class.tickets.php ~ line 995 is the call to the mail function. Try replacing
Misc:($cfg->getAdminEmail(),$subj,$alert,$cfg->getAlertEmail());
With
mail($cfg->getAdminEmail(),$subj,$alert,"From: Support <".$cfg->getAlertEmail().">\r\n");
And as a side note, in the settings you do have it set to send an alert to the admin correct?

I had the same problem, above solution worked for me. (v1.6 RC4)

gmendes

Running fine

Folks,

I was running into the same issue with osticket and look at the source code I found out some if's that was checking if the staff was "avaiable" or not and most part of the time they were not.

So I went ahead and changed the code getting rid of these conditionals that was returning false.

On tickets.php under 'scp' directory on line 316:

if(($ticket=Ticket:($_POST,$errors,'staff',isset($_POST)?true,false))){

change it to:

if(($ticket=Ticket:($_POST,$errors,'staff',isset($_POST)?true,true))){

The last parameter is $alertstaff which is in charge of sending the alerts to staff and admins. In my environment this variable kept false unless I change the code to what I mentioned above.

Also, on line 423 of /include/class.ticket.php there is an if that checks about a 'self signed ticket', I removed it because I don't want this feature .

I leave as:

if($alertstaff) {

Try to implement these changes and let me know what happens. This is working on my side, I am receiving all internal messages (new ticket, assigning , etc).

I am working on implementing an alert when I post an internal note, because sometimes I put some important notes to my staff and they are not advised until they log on to the system, click on the ticket and then pay attention that something has changed.

Hope it helps.

CaptainMorgan

I've tried every suggestion in this thread and I'm still not getting anywhere...

The same problem happens to me. The client receives every notification applicable, but no Admin, Staff or Manager receives ANY notification.

Upon the echo suggestion, the following was printed at the top of the page upon a new ticket creation:

123

I added the ini_set as indicated earlier. And, I changed the false argument to true as suggested. Finally, I tried the Misc:, to mail, suggestion mentioned earlier. Nothing makes a difference.

I'm on a shared hosting system, php and all applicable hosting services are provided for me. And, with the notifications being sent out to the clients, I don't think it's a hosting issue, but purely an osTicket issue.

And yes, I have everything in the settings sections set to Enable for autoresponders. ... I've been scouring these forums for a while now just like the OP and I too cannot understand this.

Please advise.... This should be a defaulted feature... I'm not sure why as system on fresh install, I had to enable anything related to this- as it relates to notifying administrators or staff... setting it to default notify seems like a no-brainer.

Thank you for any help you can provide.

CaptainMorgan

Made some progress...

I had a dummy staff member created as a test. In the Admin Panel, I set:

Department Members (spammy)

for all three options. And now, that user gets the notification of a new ticket. With

Admin Email

also checked off, why is the admin not receiving what the staff member is?

CaptainMorgan

It seems as long as the email is generated from the domain.com, then that email user, me: me@domain.com, does not receive any notification. I've resorted to setting up mail filters in my mail client (Thunderbird), which I really should not have to do....

talen7

Letting Go

I have finally gotten around to trying everything on this post, to no avail. I echo 123 on a new ticket, I have changed the sendmail etc...., and still no love. :(

Thanks to everyone who gave input.

At this point, we are just going to live with it the way it is and hope some future update corrects the problem.

Brad

bensig

jpowers - this did not work for me.

In class.tickets.php ~ line 995 is the call to the mail function. Try replacing
Misc:($cfg->getAdminEmail(),$subj,$alert,$cfg->getAlertEmail());
With
mail($cfg->getAdminEmail(),$subj,$alert,"From: Support <".$cfg->getAlertEmail().">\r\n");
And as a side note, in the settings you do have it set to send an alert to the admin correct?