Autoresponder Loop Problem

Hokkaido

Background:

Host: Hostgator.com

Using cPanel

I've installed osTicket and finally got the email piping to work using SMTP. I had to correct line 87 in pipe.php to add a semi-colon to the end (thanks ScootyDoo).

Everytime I turn on Autoresponders, I end up in a loop and have to disable them. I think it has to do with how I've configured my settings since I don't fully understand what each of the emails should be doing.

Under Admin Panel -> Settings -> Preferences...

Under Email Settings:

Incoming Emails, I've checked Enable email piping

Outgoing Emails, I've selected None: Use PHP mail function

Default System Email is set to support@domain.com

Default Alert Email is set to newticket@domain.com

System Admin Email Address is set to newticket@domain.com

Under Autoresponders (Global Setting):

New Ticket = enabled

New Message = enabled

Overlimit notice = disabled

Under Alerts & Notices:

New Ticket Alert = when I set to enable and check either admin email or department manager is when I get the loop. As soon as I disable, I don't get any notification. So I assume that I have an email preference setting problem somewhere that is causing the loop but can't find the root cause.

New Message Alert = disabled

New Internal Note Alert = disabled

Overdue Ticket Alert = disabled

Under Admin Panel -> Emails, I have three email addresses I've created.

For affiliates@domain.com and support@domain.com, under Email Info, Auto Response I have NOT checked Disable autoresponse for this email so it is enabled. I've filled in the Login info and smtp settings. However, I don't have the mail account filled in. Could this be the issue? Is it needed for SMTP or email piping?

For newticket@domain.com, under Email Info, Auto Response, I have checked Disable autoresponse for this email so it is disabled. I've filled in the Login info and smtp settings. However, I don't have the mail account filled in. Again, could this be the issue? Is it needed for SMTP or email piping?

Under Admin Panel -> Departments, I have two departments I've created.

For both Affiliates (dept email is affiliates@domain.com) and Support (Dept email is support@domain.com), I have the autoresponders set as follows:

New Ticket = enable

New Message = enable

Auto Response email = NewTicket@domain.com, could this be part of the problem?

As you can see, I don't fully understand how the autoresponders work with the departments, emails and global settings. If someone can point me in the right direction, I'd greatly appreciate the help.

Thanks!

Hokkaido

Kelli

You're creating a ticket which sends a notification to newticket@domain.com that then triggers an auto-responder from newticket@domain.com to newticket@doman.com. Lather, rinse, repeat, etc. Yeah. :)

System Admin Email Address should be something other than newticket@domain.com It's meant to be the email address of an individual, anyway--presumably you. Otherwise you're receiving all of your system alerts (errors, and what have you, maintenance type emails not necessarily relating to tickets, but the overall running of the system) to your new ticket address, when they really need to go to the system admin.

Hokkaido

Thanks Kelli. I had feeling I was over thinking it (especially when tired). I've fixed it so that the admin email is just that, strictly admin for alerting me that I have new tickets. I was able to renable that feature in the preferrences once I simplified my emails. I removed newticket@domain.com all together. I made only support@domain.com autoresponse enabled. I turned affiliates@domain.com to disable the autoresponse for now. I also eliminated the piping for affiliates@domain.com and newticket@domain.com and didn't enable piping for the new admin email. That seems to be working for now.

Thanks for your help.

Hokkaido

Kelli

Glad you got it going. :)