Replying on Alert email updates the ticket, but not sends any email back to client

kazimir

Hi,I've deployed osTicket 1.9.4, and configured SMTP, IMAP and email accounts. Everything seems to be working well but I have a problem with one scenario:- Client sends an email to support@- osTicket (using cron+api) reads the email through IMAP and creates the ticket- Client receives an email from support@ that the ticket has been opened- osTicket sends new email alert to admin (from alert@)- admin replies to the ticket (to alert@)- osTicket reads an email through IMAP and updates a ticket- osTicket does not send any email back to the clientHowever if when update the ticket manually (through web interface), the osTicket sends an email to client (from support@)Also vice versa when client sends additional messages (as a reply to email announcing that the ticket has been opened), then the ticket is updated and user receives an alert.Autoresponder Settings is all checked except from Overlimit notice.Alerts and notices are all enabled and checked except from New Ticket Alert -> Organization Account ManagerLinux version is DSM on Synology

czkodnas> cat /proc/versionLinux version 3.2.40 (root@build7) (gcc version 4.6.4 (Linaro GCC branch-4.6.4. Marvell GCC Dev 201310-2126.3d181f66 64K MAXPAGESIZE ALIGN) ) #5004 SMP Sat Nov 29 01 CST 2014

Also please find below information from the dashboard.osTicket Versionv1.9.4 (c18eac4)Web Server SoftwareApacheMySQL Version5.5.39PHP Version5.5.16Is there anything I'm doing wrong?Thank you for your help.Regards,Martin

JRogers

This is by design. To prevent collisions, all email replies by staff are considered "internal notes" and are not sent to the users. To send a note back to the user, the staff has to use the web interface.Jack

kazimir

Hi Jack,thank you very much for your prompt response. Is there any quick workaround (without a big modification of the code) how to enable this? Or the risk of the collision, you are mentioning, would be too high?Thank you.Regards,Martin

JRogers

Martin, I can't think of a workaround. I wish I could, because I'd like this option. In our environment, the risk of a collision would be negligible. Based on what I've read here, there are no plans to change this.You can always suggest it in Suggestions & Feedback, and see how many people voice their support. Perhaps the developers would consider it.Jack

kazimir

Hi Jack,thanks a lot for your reply. May I have one last question? What exactly do you mean by collision? Is it that more people might be answering on one ticket? Or is it some sort of collision in the osTicket system?Thank you.Regards,Martin

JRogers

I think it's not so much a technical issue (like a race condition) but to keep agents from posting conflicting replies to the users. If two agents reply by email, it's just internal notes and they can resolve any differences before responding to the user. If they're in the client, this is prevented by the system. It will lock a ticket once someone starts to reply.Jack

kazimir

Hi Jack,I understand. That all make sense. Thank you again.It might not be a bad idea to allow replying via email to alert (and send response to client) only if the sender matches the assigned agent.Regards,Martin