User submits ticket no email reply

x2dmax

When a user submits a ticket after entering their email address, they do not get an autoreply for the New Ticket. I do have this Enabled in Admin Panel > Settings> Autoresponders (Global Setting)> New Ticket > enabled.

I also have this enable to Autorespond at the Department level too.

It does autorespond to the user when the ticket is closed. Is there a setting I'm missing?

ryanp

What method are you using for outgoing mail? SMTP or php mail?

x2dmax

What method are you using for outgoing mail? SMTP or php mail?

I'm using PHP mail. It does email the users when traferring a ticket or closing a ticket, but not opening a ticket. So I'm fairly certain the email server function is ok, but I'm probably missing setting.

ntozier

Goto Admin Panel -> Settings.

Scroll down to "Autoresponders (Global Setting)"

Is "New Ticket:" enabled?

Also click on the "Departments" tab.

Click on the departments you have configured.

Ensure that "New Ticket:" is enabled.

Have you made any changes to OST 1.6 from the stock installation?

Have you checked the PHP logs to see if its throwing an error?

Have you checked the MySQL logs to see if the query is generating an error?

ryanp

If a VPS, dedicated or own server make sure you have a path to a local SMTP server for PHP mail to use also

x2dmax

Goto Admin Panel -> Settings.
Scroll down to "Autoresponders (Global Setting)"
Is "New Ticket:" enabled?
Also click on the "Departments" tab.
Click on the departments you have configured.
Ensure that "New Ticket:" is enabled.
Have you made any changes to OST 1.6 from the stock installation?
Have you checked the PHP logs to see if its throwing an error?
Have you checked the MySQL logs to see if the query is generating an error?

Thanks for the input Ntozier. The problem was the "Help Topics" had the Auto Response disabled. I guess by default this is enabled, but I disabled them when I was doing my testing. Dooooh!!:

Thanks you for eveyone's help on this.