Users not getting reply to initial email

MeHere

Hello,Just upgraded from 1.7 to 1.9.12, apache 2.2.15, mysql 5.1.73, php5.3.3, all php extensions loaded. MTA is php mail function.Would appreciate any thoughts with a couple of strange things that are happening under 1.9 that didn't happen under 1.7:1. When a user emails a problem the system creates a ticket, the agents get a new ticket email but the user doesn't get a new ticket created message. When an agent creates a ticket online, the user and agents get a new ticket message, as it should be.When an agent replies to the ticket online the user and agents gets the emails, as it should be.When an agent replies to the new ticket email via email an internal note gets posted, as it should be.I've been through all the options and made sure they are all turned on (I hope that's not famous last words!), so any ideas why users aren't getting a new ticket email?2. When a user replies to a closed ticket it does not re-open it despite the option being enabled.Agents get an email saying a reply has been posted but it doesn't reopen it automatically. Any ideas why?All other emails appear to be working fine, in and out of the system.There are no errors in the PHP, system or mail logs.So any ideas why these things are happening?Thanks for your time.

ntozier

Q: so any ideas why users aren't getting a new ticket email?A: Nope. But then you haven't really provided us with any email settings, autoresponder settings, PHP errors, PHP configuration, OS, etc. So it would be difficult to assist you in troubleshooting this.Q: Any ideas why?A: Yes. The logic was reversed, uncheck the box and it will work as you desire it to.

MeHere

Thanks for the reply.1. All other emails are working. Is there a setting in particular you'd like to know? I did say there are no PHP errors in the logs. My php.ini is 1700 lines long. I can see in the mail log the email coming in from the user and the reply to agents going out but there appears to be no attempt to send one to the user. OS is Centos 6.7.2. Errr - no. When the box is unchecked a new ticket is opened. When the box is checked the ticket is updated but not re-opened. Are we talking about the same box - admin panel, manage, lists, ticket statuses, properties of closed items, allow reopen?

ntozier

1.How do you have email setup in osTicket? (SMTP, PHPmail)If SMTP what are your pertinent SMTP settings?if PHPMail what is in your PHP.ini settings regarding email?Do you have PHP error logging turned on in your PHP.ini?What are your autoresponder settings in osTicket?What do you have for settings in the Department(s) that you are routing the ticket to?What if any Ticket Filters are you using?Since you are running CentOS, are you running SELinux?2. Yes we are talking about Admin panel -> Manage -> Lists -> Ticket statuses -> Items tab -> properties of Closed, Allow Reopen. Precisely... if the check box is checked it does not re-open the ticket. What do you have your re-open status set to?