No more Email Notifications when "Assign To"

nyzwerewolf

Sending: PHP mail function

osTicket Version: 1.6.0 Stable

Operating System: Windows Server 2008 R2

PHP Version: 5.3.5

Apache: 2.2.17

Hello guys, one of my osTicket installation(http://localhost/osticket1(http://localhost/osticket1)) is no longer sending notification email to the "Assigned Staff" when a ticket is assigned to them. It was working just fine. It stopped working out of a blue. No changes has been made to osTicket/MySQL/Apache/Operating System since installation.I restarted MySQL and Apache, and it is still not functioning.

I have another installation of osTicket (http://localhost/osticket2(http://localhost/osticket2)) on the same server, and same instance of MySQL Engine, which is sending emails just fine to the "Assigned Staff" when a ticket is assigned to them.

I am only having this issue when a ticket is "Assign to" or "Re-assign to" to a any staff. Every other email notifications are working just fine.

Any idea?

Please help :)

Thanks!

nyzwerewolf

More Information

I just restarted the Windows server, and now I am not getting any emails.

I am still getting emails from the http://localhost/osticket2(http://localhost/osticket2) installation just fine.

nyzwerewolf

OK i did some more digging.

I checked php mail.log and it does not contain any mail logs from osticket1 installation. But whenever an email goes out from osticket2 installation, mail log logs it. Looks like there is something wrong with the application itself.

Can anyone shed some light on this? I have about 100+ staff on this app. Right now no one including the "System Administrator - myself" is getting any kind of notifications when tickets are created/assigned/re-assigned/internet note added..

ntozier

Are the two installations 100% identical other then their physical location in the directory tree?

Are the Apache configs (other then hostname and homedir) identical?

Are there any .htaccess files in either site that might be modifying OST's behavior?

Have you checked your mailservers's logs to see if the messages are getting rejected at the server?

Have you checked the PHP error log for errors?

edit to ask:

Are they both pointing to the same mysql database? You said they both used the same MySQL Engine, but that makes it sound like they are two seperate databases. If that is the case you might take a look and compare the ost_config tables. Specifically the "message_alert_assigned" column. Which should be 1 in both instances.

nyzwerewolf

ntozier, thanks for your response. But it seems to be working now. I am not sure what really happened. Now the php mail log is being populated by the messages the osTicket is pushing out..

yes everything is identical except the "virtual host" settings in apache.

ntozier

I edited my post to have to check something else while you were writing your response I think. But I'm glad that it is working again for you. :)

(see the "editted to ask" portion of my last post for details.)

nyzwerewolf

I edited my post to have to check something else while you were writing your response I think. But I'm glad that it is working again for you. :)
(see the "editted to ask" portion of my last post for details.)

ntozier, thanks bud. Yes, both installations are on the same MySQL engine, but on different databases. I compared the tables in ost_config, and message_alert_assigned is set to 1 on both db.

nyzwerewolf

I had our email administrator add the vhost to the whitelist, and may be that is why it started sending emails? But even though the spam server is blocking these emails, shouldn't the php mail log get populated? It was blank last night. But today morning its being populated.

ntozier

Pretty sure that it doesn't log until after it successfully sends (I would have to go look at the code there and am too lazy to do so right now). So if your mail server wasn't accepting connections from your host that might cause it to look like it wasn't sending the emails because they were failing silently. I think that the logging on this part need to be implemented .