System will not email user notifications of new ticket, or of Agent replies in tickets

JasonLabs

osTicket Version v1.9.12 (19292ad) Web Server Software ApacheMySQL Version 5.5.42PHP Version 5.5.30My Issue:1. When a new ticket is created, the user is not notified by email that a ticket is created. 2. When an Agent replies to a ticket, the user is not notified by email that a response has been given to the ticketNOTE: All other notifications to the Agent (ticket creation, etc) are emailed. through email diagnostics, the system is sending email perfectly to any email address. I tried to post some settings I have in my system, but the forum said the post was too long. I made a pastebin of the settings I thought may help analyze my account, if that helps at all: http://pastebin.com/i4msZDpPAny help is very appreciated!

JasonLabs

I have the solution. I had to initiate the cron.php on the server. The responses are now firing in all directions. This helped: http://osticket.com/wiki/POP3/IMAP_Setting_GuideUnder the section: "RECURRING TASKS SCHEDULER (CRON JOB)"Interesting side notes:If you need to find the server path to php to run the cron job: 1. Create a new php file called: path-to-php.php2. Inside your php brackets put: echo `whereis php`;echo "<br />\n";echo `which php`;3. save the file, and upload it to your web server somewhere in your public_html or public web folder. 4. When you browse to it: domain.com/path-to-php.php the output will show where php is located on your server. On HostGator (at least on my account) it is: /usr/bin/php(once you get this info, I would delete the file from your web server)Then the absolute path to the cron API folder should be something like:/home/user-account-name/public_html/support/api/cron.php (this is assuming your osTicket install is in a folder called "support" on your public web folder.)Hope this helps someone out there!

JasonLabs

Ok, I am still having trouble with this issue... I can send to email addresses on the same domain as my osTicket install, but not to external email addresses like gmail. For example: osTicket is located at: support.my-domain.comIt will send notifications of new tickets and ticket updates to jason@my-domain.com HOWEVER...It will not send notifications of new tickets and ticket updates to email addresses outside of "my-domain.com" such as a gmail account, or email addresses on another domain. Any ideas as to why this would be?Edit:-What is interesting... the email diagnostic will correctly send email to any other email address, gmail included.

buck_rogers

Is the email diagnostic from the same notification email? Any error logs on the server (error_log )?

JasonLabs

Yes, the email diagnostic test is from the same email: support@my-domain.com. This email is able to send to any address using the diagnostic section. No error logs generated. Since my osTicket installation is on a subdomain (support.my-domain.com) do I need to have the outbound email from: support@support.my-domain.com?

buck_rogers

Try it.

JasonLabs

Using the outgoing email support@support.my-domain.com did not work. EDIT: It produces the same result as having the outgoing: support@my-domain.com---I just came across this article: http://osticket.com/wiki/Email_PipingWould setting up email piping have any bearing on this particular subject? I currently do not use piping, but I'm not sure how this would help with outgoing notification emails based on ticket responses. It seems to me, unless I am misunderstanding, that email piping is used for incoming email for creating tickets.

buck_rogers

I've never used it, but have you considered writing a small PHP test mail program to see what happens?

JasonLabs

Email piping does not solve this issue. 1. New Tickets do not notify external emails 2. Agent reply notices are not sent to external emails (the user). I am feeling at a loss at this point. I love the software, and really want to use it for my projects, however if my users can't get notifications I won't be able to use this. Should I be taking this in a different direction?

JasonLabs

@[deleted] - I would do a test like this, however using the email diagnostic section: "Admin Panel -> Emails -> Diagnostic" sends email perfectly to any address, so I know email is able to be sent.

buck_rogers

Before you jump ship, there has to be a reason. It emails for thousands of folks, so it is going to be something simple, 9 times out of 10. I'm looking at the class.email.php Note. I have no vested interest in osTicket. I'm not affiliated in any way. I hate to see someone keep looking, if it is an easy fix.Can you verify in the database the email has been sent?Can you see the email in the email ticket_thread table? ticket_event?

JasonLabs

Thank you so much for your time! I would rather not jump ship too! 1. I am unsure of how to verify the email has been sent via the database. 2. I can see the ticket activity in "ticket_thread" table, though I don't know if it has been emailed. -NOTE: I have created custom table prefixes during setup. For example my tables look like the following "abc_ticket_thread" - This shouldn't impact this issue, right?3. In "ticket_event" I see activity of 'created', 'closed', 'assigned'

buck_rogers

"New Tickets do not notify external emails"Autoresponder is turned on? blank Is anything in the sent items (if that exists)?Filters?

JasonLabs

Yes, auto responder settings under "Admin Panel -> Settings -> Autoresponder" are all check marked. I don't see a "sent items" in the database or anywhere else. Where would I find that area?I have no filters.

buck_rogers

I meant in the mailbox's sent items.

JasonLabs

ah, right... sorry about that. No, there is nothing in the sent folder. This is also true after performing the email diagnostic. The email is sent and received, and there is nothing in the email's sent folder

buck_rogers

I hate to say it but I do not know what else to check. Other than checking every single thing, maybe a reinstall, it has to be something somewhere not configured correctly, imho.

ntozier

If internal emails are sending fine, and external emails are not, then I find it highly unlikely that the problem is in osTicket. You should check your email server logs to find out why the emails are not being sent.

JasonLabs

External emails work fine through the Admin Panel -> Emails -> Diagnostic section. I can send to internal and external emails from the support email address, so I know external emails are working...However... the issues I am still having are as follows: 1. New Tickets do not notify external emails 2. Agent reply notices are not sent to external emails (the user). I have checked server logs, and they indicate all email attempts have been successful. The conclusion I am starting to come to is they are not being triggered for some reason in the above two scenarios.

buck_rogers

I'm sure this is not the best way to troubleshoot, but if I suspect a program is the problem, I use lots of cheap debuggers (think print_r and var_dump) or I use xdebug or the like. I wish I could offer more. It sounds like they are being triggered if they are in the database. You'd have to do something just before and after the sending of the email in code to see what happens, maybe a die().If this sounds crazy to the real programmers, that's all I know to do. You could install Kint or Nette. They're pretty good. But sometimes I still have to put in manual stuff. Maybe try catch. Many things.