E-mail issues

sixstringssteve

This is one part of this system I just cannot seem to get working correctly. When a user creates a ticket, they do not get an e-mail with the ticket number like the page claims. Also, during testing, when a ticket was created there was an email to the IT staff notifying of the ticket, but since introduced into production this has ceased. I have an Exchange 07 e-mail server and all the clients use either Outlook '03 or '07. I someone could help me I would appreicate it. This system is working perfectly with the excecption of the e-mail problem.

Thanks

PRedmond

Have you enabled this on the "Alerts & Notices" section under settings in the admin panel?

What are you using for outgoing emails?

sixstringssteve

E-mail woes

I have the new ticket option enabled on "Alerts and Notices". I even set it to all department members to see if anyone is getting it. The outgoing e-mail question is tricky. Please forgive me because I am not the greatest with e-mail protocols, but I believe I was just using the smtp capabilites in PHP. I am not using the POP3/IMAP option and the default e-mail for the system is just the support@abc.com address. I am not getting mail in that mailbox or any of the staff memebers that I have entered in e-mail addresses for in the e-mails tab. None of the users are getting the response e-mail either. The system works great except for the complete and total lackof e-mail traffic.

Thanks

PRedmond

Are you getting an email letting you know a user has posted a ticket? Are there any outgoing emails at all?

What are your settings for the autoresponders (immediately above the 'Alerts and Notices'). I think these need to be set to 'enable' for the user to get the email.

maxxscape

Had the same problem... during the setup, not sure I clicked Enable POP/IMAP email fetch, or it was set, don't remember which... I unclicked it and the PHP mail function works fine

Update - One thing I see that I was doing that may have an impact... so I am not sure if enabling or disabling the above function matters... I was opening tickets with the same email address for the user as for the support desk...

I ran another test creating a ticket with my yahoo email... an email was sent to the user email and another was sent to the support email address...

This would be a good test to try out and see if that is the problem... either way, I am using the PHP mail function...

Hope this helps

sixstringssteve

still nothing

My autoresponders are set accordingly, and the fetch option is disabled. Im at a loss on why this is not working. Could it be a networking issue?

xrat

My autoresponders are set accordingly, and the fetch option is disabled. Im at a loss on why this is not working. Could it be a networking issue?

Well, these things are tricky. Especially for us other users because we cannot look into your settings and logfiles. But you might want to turn on logging output (see http://osticket.com/wiki/Installation#Self-Help_Troubleshooting(http://osticket.com/wiki/Installation#Self-Help_Troubleshooting) ) and check your web and mail logs. If mail is to be sent but does not arrive there should be an error message somewhere.

If this does not help, consider to get local support or (support by the osTicket people).

PRedmond

My autoresponders are set accordingly, and the fetch option is disabled. Im at a loss on why this is not working. Could it be a networking issue?

So, are you getting any emails from the system at all? If you are getting none, then it is probably an email issue. If you are getting some, but not all, then it is probably a settings issue.

Enabling logging is a great idea. Start there, and see what you get.

sixstringssteve

error

Parse error: syntax error, unexpected T_CONSTANT_ENCAPSED_STRING in C:\xampp\htdocs\helpdesk\main.inc.php on line 42

Here is the error I am getting when I try to open the helpdesk ticket. I am not sure if this is realted to the e-mail issue.

sixstringssteve

OK got part of it.

OK, now I get the e-mails to the IT staff. When a new ticket is created. I still do not get the e-mail to the creator. All the e-mails for the IT staff as well as the creators are internal so I am not sure why one would work and the other wouldn't. Is there a setting in the php.ini file that is different between the IT staff and the ticket creator?

PRedmond

Is there a setting in the php.ini file that is different between the IT staff and the ticket creator?

Nope.

The error message probably means there is a missing quote, bracket or semi-colon. If that is the case, you are lucky the system is running at all... Can you put in a copy of the code in that file, and I'll see if the error can be found.

There is a good chance that fixing this error won't fix the email issue you're having, but lets go one step at a time, just incase!

Cheers,

Pat

sixstringssteve

ok, closer

OK, now I am getting e-mail for both creator and IT staff but they are not consistant. Users will get them sometimes and other ties not. IT staff will get some and some will not. i might get one that a co-worker will not get. There does not seem to be any rhymn or reason to it.

xrat

Tell us what you did

OK, now I am getting e-mail for both creator and IT staff

What did you do to make it work?

PRedmond

And post a copy of main.inc.php so we can find out why you are getting that error.

williamsdb

Me too!

I have exactly the same problem. When a new ticket is created an email is sent to staff saying that is has been created but not to the creator of the original email. It is really frustrating and preventing me form going live with the system.

sixstringssteve if you have found a solution please post as it would be really helpful.

Thanks

Neil

Kelli

Neil, make sure you have autoresponders enabled in admin > settings, and that it's not disabled at the department or individual email level, both of these override the global settings.

williamsdb

Neil, make sure you have autoresponders enabled in admin > settings, and that it's not disabled at the department or individual email level, both of these override the global settings.

hi kelli

it's definately not setting related. I have been through them so many times now it is making me dizzy. There are a number of threads with similar problems which I have been through. None have made any difference.

Thanks

neil