Support department not getting emails

myownitguy

I had setup and tested for a couple of weeks with no issues.

Now, it seems that when a user submits a ticket, the ticket is creatred properly, and the user gets an email with the ticket number, etc.

The issue I have is that none of the email addresses I have setup for support are getting the messages. I have made sure to whitelist the domain. It appeas that osticket is not sending email to the support email accounts.

I have looked throught the forum but have not found the same issue. Any help is greatly appreciated.

TJcet

Same issue here.

Php mail is working. No errors are shown on php error_log.

mig2000

Were you able to fix your problem? I am having the same issue.

ryanp

Configuration maybe?

The issue I have is that none of the email addresses I have setup for support are getting the messages. I have made sure to whitelist the domain. It appeas that osticket is not sending email to the support email accounts.

Do you mean the alerts that there is a new ticket or response from a customer are not sending from osTicket?

Configured under Admin Panel > Settings > Alerts & Notices

Or is it that when the email addresses are being checked by osTicket they are being deleted from the server (using POP3)?

Configured under Admin Panel > Email > Mail Account (Optional) > Delete Messages

Even if the Delete Messages box is not checked, some email providers by default will archive or delete messages that are collected via POP3 so you may need to check your email provider settings. GMail/Google Apps for example has this feature that can be edited under Email Settings > Forwarding and POP/IMAP > POP Download

Cheers

ntozier

The issue I have is that none of the email addresses I have setup for support are getting the messages. I have made sure to whitelist the domain. It appeas that osticket is not sending email to the support email accounts.
I have looked throught the forum but have not found the same issue. Any help is greatly appreciated.

1. Please go to Admin Panel -> Settings -> Alerts & Notices

Make sure that you have enabled the "New Ticket Alert:" and selected the check box for where you want the message to go. We use "Department Manager", but our department manager email is actually an email list with all of the IT employees on it.

2. Goto Admin Panel -> Departments -> your default department

Make sure that "New Ticket:" and "New Message:" are enabled.

poke

Having the same issue

I'm having a similar issue:

Autoresponder is working and the customer is getting an email. :)

For 'New Ticket Alerts' the admin account is getting mail but the support manager is not.

New message alert also does not appear to be working for assigned staff.

My settings for alerts in settings/preference/alerts appear to be correct:

---

New Ticket Alert: (Enable) Disable

Select recipients:

(tick) Admin Email (tick) Department Manager Department Members (spammy)

New Message Alert: Enable Disable

(tick) Last Respondent (tick) Assigned Staff Department Manager (spammy)

---

osTicket 1.6.0

Using a direct pipe to pipe.php for incoming / SMTP for outgoing

poke

I'm having a similar issue:
Autoresponder is working and the customer is getting an email. :)
For 'New Ticket Alerts' the admin account is getting mail but the support manager is not.
New message alert also does not appear to be working for assigned staff.
My settings for alerts in settings/preference/alerts appear to be correct:
---
New Ticket Alert: (Enable) Disable
Select recipients:
(tick) Admin Email (tick) Department Manager Department Members (spammy)
New Message Alert: Enable Disable
(tick) Last Respondent (tick) Assigned Staff Department Manager (spammy)
---
osTicket 1.6.0
Using a direct pipe to pipe.php for incoming / SMTP for outgoing

Ummm - yeah. it was an internal mail error - sorry. All looks good now.