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! 

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!

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. 

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? 

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. 

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? 

@[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. 

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' 

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. 

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

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. 

I went back through the download folder, and I see there is a "scripts" folder with files: -api_ticket_create.php-automail.php-automail.pl-rcron.phpThe installation section of the wiki doesn't mention this folder or files. Are any of these important to these issues I am having?They seem to be scripts to use via the api for running things from a remote server, but I could be wrong. 

Thanks! I do have the mail piping working with the chmoding of pipe.php. It seems to me the automail.php and automail.pl are for setting up an external SMTP. (Let me know if I am wrong on this detail) and is only triggered when an email is incoming. I am aware of the Important Note, however I don't have any external SMTP servers. The osTicket installation and the mail server are all on the same server with HostGator. I don't get any errors when setting up the SMTP for outgoing. As far as I can tell, I've followed every instruction in the "Email_settings" page. Thanks so much for the additional info. At this point it's possible anything might trigger the answer. Also, Let me know if I'm not understanding what you are sharing with me.