E-mails to Staff

gottoast

Hello I have installed the latest version of Osticket on a Centos 5.3 machine with apache 2.2.3 and mysql 5.0.77 and have not had any success getting e-mails to be sent to any staff members when assigned a ticket. I have made sure all of the e-mail options are enabled in the admin section, tested that php can send out e-mail with a little script that I called from a web browser and it got sent successfully and have tried various e-mail addresses in the staff setup area to see if it had anything to do with firewalls etc.

When I created a ticket the person that I created the ticket for gets an e-mail however the staff member does not get any notification that they have a ticket available.

Any ideas on what to look for or trouble shoot?

I have poured over all the logs on my systems with no luck of hunting down anything it has anyone gotten this to properly work on Linux?

Thanks-

Khris

stians

Same problem

I have the same problem on my Windows Server system.

Any solution to this? :

zubair1

Same here

is there any solution or work-around for this?

masino_sinaga

IMHO, this is not the problem in osTicket.

Please open your \include\class.ticket.php file and find this code around line 518:

//Send Notice + Message to assignee. (if directed)

if($alertstaff && ($thisuser && $staff->getId()!=$thisuser->getId())) { //No alerts for self assigned.

It said that: No alerts for self assigned. It also mean that if you as a staff who created that ticket, then there will be no alert sent to your email at all.

Sincerely,

Masino Sinaga

zubair1

IMHO, this is not the problem in osTicket.
Please open your \include\class.ticket.php file and find this code around line 518:
//Send Notice + Message to assignee. (if directed)
if($alertstaff && ($thisuser && $staff->getId()!=$thisuser->getId())) { //No alerts for self assigned.
It said that: No alerts for self assigned. It also mean that if you as a staff who created that ticket, then there will be no alert sent to your email at all.
Sincerely,
Masino Sinaga

But i dont even receive a email when i created ticket as a normal user :-(

The only time an email is received is when i reply to a ticket, then only the ticket creator is mailed about the reply (which is how it should be? i think). but other wise it doesn't send out any mails when a new ticket is created by a user or staff. :(

masino_sinaga

Have you Enabled the related setting about it from the Alerts & Notices section in Admin Panel -> Settings -> Preferences ?

Sincerely,

Masino Sinaga

zubair1

Have you Enabled the related setting about it from the Alerts & Notices section in Admin Panel -> Settings -> Preferences ?
Sincerely,
Masino Sinaga

yes i enabled all the alert configurations in Admin Panel -> Settings -> Preferences

The only problem i am getting now is that the user is not being emailed when he creates a new ticket :(

masino_sinaga

Next question, then:

What text that showed up after client submit the ticket?

This one...?

Thank you for contacting us.

A support ticket request has been created and a representative will be getting back to you shortly if necessary.

or this one...?

An email with the ticket number has been sent to

You'll need the ticket number along with your email to view status and progress online.

zubair1

Hello,

The issue is resolved now, it was something the deparment setting configuration.

OsTicket needs to make these configuration more user-friendly :-)

masino_sinaga

I don't think so.

IMHO, you have to be more careful reading all directives related to the email sending feature. That's all.

Sincerely,

Masino Sinaga