New Ticket mails not being sent

gargoylesoft

I'm not getting any emails when a new ticket is created. If I got into the tickets tab and update tickets the updates seem to be going out just fine.

Not knowing there is a new request is bad though. Where can I look to figure out what's going on?

I notice if I go into the admin panel I get this warning at the very top of the page: Deprecated: Assigning the return value of new by reference is deprecated in /..../support/include/pear/Mail/mimeDecode.php on line 335

main.inc.php has "1.6 ST" as THIS_VERSION.

ntozier

This appears to be two separate issues.

1. You are not getting new ticket alerts.

Please go to Admin Panel -> Settings. Scroll down to "Alerts and Notices".

Ensure that New Ticket is enabled. Ensure that at least one of the check boxes are checked under that. Which one? I personally use "Department Manager" however our department manager email is actually a email list that delivers mail to everyone in our IT department.

Additionally have you setup cron to process mail and/or are you piping mail to OST?

http://osticket.com/wiki/POP3/IMAP_Settings(http://osticket.com/wiki/POP3/IMAP_Settings)

2. You are seeing a warning.

This is a warning not an error. It is because PHP has changed something since OST was written, and the way the code is handling something is depreciate. This does not prevent it from working, but may (WILL) in the future when the backward compatibility is removed from PHP. This can be ignored for now, hopefully a new release of OST will fix this in the future.

gargoylesoft

The alert is enabled, but I didn't setup the cron job, no. I logged into the system as root and manually ran it through php, just to validate, and I get this:

# php cron.php

Fatal Error: Contact system adminstrator.

ntozier

Cron is used to open tickets from the configured email account. And when that happens new alerts get sent out. You should really read the link I posted about setting it up. If you don't run cron or use auto-cron then emails will never get checked, and new tickets will never get made from them. I mention this on the off chance that you are trying to get email => tickets working. I'm guessing that your actually talking about when you open a new ticket from the web (staff) interface.

When opening your ticket are you logged in and using a configured staff email address?

I've noticed that when I do that I do not get new ticket alerts. So I use a gmail account when I open the ticket.

gargoylesoft

I actually found seven tickets from random users in the ticket queue, i wasn't trying to open them myself.

I did read your web page, that's how I saw to run that cron.php script. All the page says is to put that into cron, and so I was testing it out before I did. Are you saying that if it's run via cron directly it'll work, whereas it won't from the command line?

I'll go add it into cron now.

ntozier

I'm saying that if you copy (and customize for your installation) the example, that it should run just fine. I've never had a problem with it across multiple OSes when following the example. :)

smokinkat

I was just coming here to post the same issue. No thread hijacking intended.

Trying to run the cron and I get the message:

Fatal Error: Contact system adminstrator.

I am running the cron as root, and I have also tried as apache with the same results.

Of course when logged in to osticket everything works fine.