1 Agent does not receive Notification E-Mails on New Ticket by staff

RicKro

Hello all,we are using OSTicket for around 1.5 years and everything was working quite good.Since the Upate to the last Version we have the problem that 1 Agent does not receive his notification E-Mail when another Agent creates ticket for him. If the same user creates a ticket as User he receives the notification. I tried to delete the agent and create him new, no change.I tried with another Mailaddress, no changeI tried with another Sender E-Mailaddress, also no change.It is really strange, as all other agents receive the Mails properly. We do not create tickets on incoming mails, just manually by Agents, and really rarely by the customers themselve.OSTicket is now running Version 1.9.8.1 on a webspace hosted by 1and1.The System Logs are not showing anything related to the Mailproblem, even if we set the Log-Level to DEBUG.The Serverinfo:ApacheMySQL 5.1.73PHP 5.4.39Mails send out by osticket itself, as 1and1 does not allow SMTP from scripts Maybe somebody has an idea what to try, as I am almost going to give up and tell this agent to check manually inside the Agent area if he has new tickets

ntozier

Check the mail server logs. Are the emails being received by the server?If they are then the problem is on the agents end.

RicKro

Thanks for your help!

I ran some more Tests. It seems that indeed also another agent is not notificated on new ticket assignment.

I checked the mail server logs and there is only connection if the mail address is used for the user, not if the agent is assigned.

I double checked the notification settings in admin panel. There is notification on new ticket disabled, notification on ticket assignment set to activated and assigned Team/agent.

Another idea why this did just stopped working, as it was working well until few days?

RicKro

I forgot, notification on ticket assignment worked for the second agent I tested now for sure before I upgraded from 1.9.8 to 1.9.8.1

RicKro

Just checked and the overdue notifications are received properly.

RicKro

I made some Tests again. The Notification on assignment is sent if a ticket is auto assigned. The notification is not sent to the same agent if the ticket is assigned manually, even the category has this agent as autoassigned defined.

RicKro

I made a downgrade now to 1.9.4, as I had a backup from this Version and now everything is working.Then I upgraded again to V 1.9.8.1 and the problem was there again. So in my oppinion in V1.9.8 and 1.9.8.1 is a problem with notification on ticket assignment if a ticket is assigned manually. As a matter of Fact in 1.9.4 it is working, so maybe the problem was also between, but not sure.Please ckeck this and let me know if I am crazy or whatever.

ntozier

BTW I asked the devs to take a look at this thread yesterday. I could have sworn that I posted saying that... but I must have forgotten as I do not see my reply.

RicKro

thanks for your feedback. For the moment we will continue using V1.9.4. But I could also set up a new site to test with 1.10 and I'll let you know my experiance

ntozier

Please report any issues that you have with 1.10 on this thread:https://github.com/osTicket/osTicket-1.8/pull/2056Thanks!

RicKro

I'll do.But I tested now only the assignment notification which is working in V1.10.