Unsolved Mail Issue

rickpcb

I installed the current version of osTicket today, and it looks like it will handle exactly what I need. Web based ticket creation only... I don't need email based tickets at this point, but it is nice to have that option in the future... Here is the problem...

When a client creates a new ticket, they do not receive the confirmation email.

Yes, I have searched the forums for the past few hours, and found about 100 people having the same issue - with NO solutions. Now, here are my details...

Hosting with Hostmonster (Bluehost) Linux, PHP Version 5.2.11 for the basics...

I have tried both php mail and smtp, no luck. I have tried a php mail script - it works and sends mail. smtp seems to work on ticket response within my domain only. the client never gets a confirmation or a response. I have ensured auto responders are enabled, and tried every setting I can find in every manner possible with no change.

I have not found a thread that seems to address this issue, although it seems to be a very common issue. Does anyone have any real ideas (not just rude comments) or should I look for another helpdesk solution?

Thanks in advance to anyone who could point me and 100+ others in the right direction.

peter

The outgoing email issues aren't necessarily something to do with osTicket (assuming you have auto-response enabled) and can vary from server to server. In other words - it depends on your host restrictions and server settings. osTicket uses standard PEAR package for all outgoing emails.

* Check php.ini Mail settings

* Check with your host on any possible restrictions on outgoing emails (sendmail and SMTP).

rickpcb

Thanks Peter! I will check with my host and check my config... What PEAR packages are needed?

rickpcb

Still strange, but I checked my php.ini - looked ok - I decided to try the autoinstaller in Fantastico... even though it is an older version of osTicket (1.3.1) - after deleting the current version and installing the old version, everything works! I am happy to have functionality, but something is still not right... If I can provide any additional info to help out, please let me know. Thanks again Peter!

peter

Starting with version 1.6 we switched to PEAR Mail packages (shipped with osTicket) and that could be part of the problem. I can't reproduce the issue on any of my servers.

rickpcb

Thanks again Peter. I will contact Hostmonster and see if they will take a look and see what the problem might be... It will be the same as Bluehost problems... Once I have a response from them I will post it here for the community. In the meantime, the old version seems to be working perfectly...