Please help !!!

mig2000

I am running version 1.6 The system has been installed for over a year and has been working fine. Suddenly, the system generates tickets but dos not send the Email ticket to the user or the ADMIN and there is no way for us knowing that there is a ticket waiting in the queue.

What could have caused this issue? Please advice.

Regards,

Alex

scottro

Have you checked your mail logs to see if they are actually being sent but never arrive, or are never triggered to send at all, etc?

mig2000

Here is what is going on. This system used to work before. What it does now, is it generates the ticket and sends the Email to the client who originally sent the email for support but no email goes to the staff (the department email) or admin. All parameters are checked to send email to the staff and admin.

P.S. where do yo go to check the mail log?

Also, when the system was working , I was on a Shared server. I am now on a VPS (virtual private server). The IP has been changed. I went ahead and change the API key as I use the cron jobs and still the same. The staff and admin does not get any notifications.

thanks

scottro

What OS are you on? Are you using PHP mail or SMTP to send?

ntozier

We are going to need to know what OS and Webserver you are using to assist further in this.

mig2000

The OS is Linix. I have checked both way on the Email - One for SMTP and another one for phpmail(). As I mentioned before, the Email ticket goes out to the user who send the Email but the person for that department and the ADMIN does not get any notification Email. What is driving me crazy is that the Email works only for the client portion.

The only change to the system was going from shared host to VPS. I even delete the API key and created it with a new IP and still the same. I also checked the Cron and it looks fine.

scottro

If you set it to use phpmail and then test it you should be able to check the mail log at /var/log/mail.log (thats ubuntu but its probably the same on several other linux as well.)

See if it shows up in there as sending to each email address in turn.

If it shows up in there then you know without question that osTickets is sending it to the correct recipients and something is eating them up from there.