New Ticket Alert not working to Team Members - is ok to Admin - . V 1.8.1.2

joemillano

Hi ,I am using OST for a Small Helpdesk and works exceptionally well. Until last few days.I had upgraded to 1.8.1.2 when it became available so it wasnt this that caused.I am admin and I receive all the New Ticket Alerts Team Members receive email when they are assigned ticketsTeam Members receive email when Ticket StaleTeam Members do not receive email when New Ticket created by users.Last night i created a Brand New Dept and switched all to new Dept. Team members then received New Ticket Alerts.Until this morning - No alerts again.Any ideas?osTicket Version

v1.8.1.2

Server Software

Apache/2.2.21 (Win64) PHP/5.3.10

PHP Version

5.3.10

MySQL Version

5.5.20

joemillano

These are not checked anywhere

New Ticket:

Disable new ticket auto-response for this Dept.

New Message:

Disable new message auto-response for this Dept.

ntozier

If you grabbed 1.8.1.2 within the first few hours of it being out, you should re-grab it from http://osticket.com/downloads/ because there was a bug that was quickly fixed after it went live that prevents new ticket emails.

joemillano

Ahhh. Was it intermittent? This seems to be. Will do so now and report back.

ntozier

I was of the impression that it affects all new ticket emails.

joemillano

This was working for me for a while until this week , so I must have had correct version.I have same behaviour after downloading and applying new :(

joemillano

Any ideas on this one?Admin receives notification but no staff on all Depts. I am at a loss. All settings are set to alert.

joemillano

Any guidance how to use the debug syntax correctly to log all emails sent via "function onNewTicket". $ost->logDebug('Fired onNewTicket',$message); ( this doesnt appear to be logging anything ) $ost->logDebug('Fired onNewTicket',$message,false); ( this doesnt appear to be logging anything ) I will then try catch why this isnt working..I need to determine where this is going wrong.

jared@osticket.com

Could anyone try the patch in this commit to see if it addresses the issue?https://github.com/greezybacon/osTicket-1.8/commit/128672520e709324f1982d9cff79751583fed9baCheers,

joemillano

Hi Jared ,thank you , I will try this in the morning. CheersStephen

joemillano

Hi Jared ,I made the following changes based on your diffs//$recipients+=$members;$recipients = array_merge($recipients, $members); //PATCHThis does not appear to have resolved issue. No New Ticket Emails to Dept.CheersStephen

joemillano

Note. I hadn't noticed that Alert to Admin was broken also until i commented out the Patch Code.

joemillano

Tried $recipients = array_combine($recipients, $members); but doesnt send to Dept Members. Anyway I can debug out the $recipients array to ost debug?

joemillano

Sorry to be a pain - do you think this will be addressed in next version?

ntozier

If your still having a problem with this you may want to post a comment on the link that Jared provided you on github patch. Personally I dont use teams so I cannot really test on my live sites. I only use departments.

joemillano

Hi Neil - the issue i am having is with department members not receiving.I dont use teams either but had one setup from day 1.I will comment on github side , thanks.

ntozier

But your post said Teams... My department members receive emails just fine... but then my department email address is actually a mailing list. You might want to make sure that you haven't disabled it at Admin panel -> Staff -> Departments -> your departments -> Auto Response Settings:

joemillano

Sorry - Yes - in my original email I was refering to our Team members but did mention that :These are not checked anywhere

New Ticket:

Disable new ticket auto-response for this Dept.

New Message:

Disable new message auto-response for this Dept.

Will follow up on github. thanks.