Weird email problem

dragonaut

Hello,

I'm getting a weird issue where,

1. Customer opens ticket, does not get new ticket created email.

2. Staff gets alert email.

3. If staff updates email, customer gets update email.

BUT..

1. If customer, in this case me, who is using the email address configured as the system admin address creates a ticket, I get the new ticket created email.

I've looked around for a "system admin gets the new case created email, nobody else does" but I haven't no luck in finding what's wrong.

Thanks and best regards,

dragonaut

I put a tail on the apache2/error.log file and when I create a new ticket the following error is logged:

PHP Deprecated: Assigning the return value of new by reference is deprecated in /var/www/osticket/upload/include/pear/Mail/smtp.php on line 322, referer: http://172.16.26.101/osticket/upload/open.php(http://172.16.26.101/osticket/upload/open.php)

and when I update the case (when it is sending the customer an email) the error is :

PHP Deprecated: Assigning the return value of new by reference is deprecated in /var/www/osticket/upload/include/pear/Mail/smtp.php on line 322, referer: http://172.16.26.101/osticket/upload/scp/tickets.php?id=47(http://172.16.26.101/osticket/upload/scp/tickets.php?id=47)

could this indicate the probable error?

thanks,

Kelli

In short, no. Deprecation notices aren't errors. It'll still work. It's just a warning that variable pass-by-reference is deprecated in 5.3 (osTicket still uses it because the current version is php4+ compatible). I believe it will actually be still work all the way up to php6.

Do you have the "create new ticket" autoresponder turned on in admin > preferences?

dragonaut

In short, no. Deprecation notices aren't errors. It'll still work. It's just a warning that variable pass-by-reference is deprecated in 5.3 (osTicket still uses it because the current version is php4+ compatible). I believe it will actually be still work all the way up to php6.
Do you have the "create new ticket" autoresponder turned on in admin > preferences?

Yes, it is on. It's funny cause only when I create a ticket using the system admin email address as customer I do get the 'new ticket created' email.

Kelli

Hmm.. I know you checked the apache and php logs, but can you check your mail server logs to see if they're being sent or generating any errors?

dragonaut

According to IT there is nothing in the logs.

Kelli

Nothing there as in no errors, or no record of anything being sent?

Please make sure new ticket autoresponders aren't disabled for the email address and department (both of which can override the global settings), and that the message isn't getting dumped into a spam folder, and if that doesn't do it, I would recommend (opening a ticket) and one of us can look into it further.

dragonaut

Nothing there as in no errors, or no record of anything being sent?
Please make sure new ticket autoresponders aren't disabled for the email address and department (both of which can override the global settings), and that the message isn't getting dumped into a spam folder, and if that doesn't do it, I would recommend (opening a ticket) and one of us can look into it further.

Nothing as in there is nothing showing up in the exchange logs.

New ticket autoresponders are enabled for department and email. Can it be a permission issue since emails to the system admin email address are sent?

svedman

I'm having this exact problem, too.

I managed to narrow it down to there being a Norwegian "Ø" in the From name of the Department email that sends the Autoresponse. If I replace the "Ø" with an "O", the autoreply is sent successfully.

However, that is not a lasting solution, as my organization uses the Norwegian letter "Ø" in its name.

I assume this will fail when using any characters from the extended character set.

Bug?

dragonaut

I'm having this exact problem, too.
I managed to narrow it down to there being a Norwegian "Ø" in the From name of the Department email that sends the Autoresponse. If I replace the "Ø" with an "O", the autoreply is sent successfully.
However, that is not a lasting solution, as my organization uses the Norwegian letter "Ø" in its name.
I assume this will fail when using any characters from the extended character set.
Bug?

You're a genius. I removed the accent from the department and it works now. Thanks a lot!!

svedman

Great, glad to have helped! I've submitted a ticket for this.