Good Day, autoresponse is set to on however no notification is sent. If i enter the ticket number and request link, I get an email of the emailing function works. What could be causing the autoresponse not to be fired on new tickets?I have enables it from the settings tab but still not getting an email when new tickets are created.Thank you
Version of osTicket?Autoresponder settings? Alerts and Notices settings?Email settings?
Version 1.9.12All autoresponder settings are enabledEmail works as if i assign a task, email is set to the agent. All othe emails work except new tickets. See alert and notcie settings below
Trying to paste a print screen but not working. For alerts and notices new ticket is enabled and admin email and department manager ticked.
I recently learned that there is also an option to Disable new ticket auto-response in Admin-Panel > Manage > Help Topics. If your default Help Topic has that box checked, it will prevent new ticket notices from being sent
This is not the case for any of my help topics. The disable autoresponse checkbox is unchecked.
I had the same issue this week but the new ticket email was being sent in other machine I installed it. The way I was able to solve it in the new machine was to use the same email settings I had in the old one. Apparently the email used as admin is the one that sends that particular kind of email because when I was using an email that was not from gmail with the admin the new ticket email was not being sent.
Thanks thats exactly what happened. I changed the email adress and I am now receiving emails.
If anyone can help, this would be great! I'm new to this forum but having a hard time getting auto response emails going to Agents. Let me explain the setup and concept. The concept, our IT Department does not have a large group, therefore having someone assign a ticket to an agent is not suitable for our environment. We would like when a ticket is submitted by a customer and they select the Department, all agents in the Department get notified of the ticket. I have created each department, added agents to the department, assigned the department an distribution email address with all agents in the group. Created Groups and Teams and assigned everyone accordingly. For testing, since this has not been released for Production use. I'm making my self a customer and open a ticket, selecting the help desk topic, when I submit the customer receives the email stating the Thank You for opening but the Agents do not get any email stating there's a new ticket. I even did an auto-assigned to the department but still no one receives an email. Please help in letting me know how to get this corrected so Agents received a notification when new tickets are opened.
Lets see whats in the HD Support US department list
There is an option in the administrative panel in the settings section and within alerts and notices where you should check in the new ticket alert "department members". That should be the one.
