I've just noticed that while I thought my install was working perfectly, I'm not getting notifications when somebody adds a comment to their ticket.  The weir thing is we get every other type.So new ticket is opened and the user gets notified that their ticket has been created, a new email is also sent to me saying a new ticket has been opened.  If I reply to the customer ticket they get notified that I've replied.  They then reply back but I don't get a notification.  All alerts are enabled in admin so I can't see what I'm doing wrong, Ive tested the email accounts and it sends form them no problem.Am I missing the blatantly obvious here or do I need to set something up to make update notifications work for support?  I keep missing people replying to tickets :(Thanks in advance for your help.

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My Appologies,

osTicket Version v1.9.12 (19292ad) — Up to date

Web Server Software Apache

MySQL Version 5.5.49

PHP Version 5.5.36

MAil is setup with SMTP and I see no errors in logs anywhere.

Oh and if it's important it's a Centos server

Yes.Have you setup mail fetching and Cron?Or are you saying that the email responses are showing up in osT but that you are not getting an update email saying that there is a new message on ticket #foo?

The emails are being polled from a pop account and are showing up as expected in osT.  As stated it even send the person replying to a ticket a message saying that the note has been recorded on the ticket, it just doesn't send a notification to the support staff member saying that there has been a reply to a ticket.  there are so few ticket that we don't check all that often so sometime miss a reply for longer than I'd like.An email notification to support staff would cur this problem.

My ticket system tells my staff when there is a new ticket, and when there is a new message added to an existing ticket.Please check your Admin panel -> Settings -> Alerts and Notices.

Every alert and notice is enabled, taht whats confusing me :(

4 days later

I have a new install.. never used this before, and I had same problem as you..  I was reading here to find a solution and so in order to make sure I had done everything correctly before asking for assistance.. I started from scratch configuring the mail system..I turned this OFF - Fetch on auto-cron and chose the default mail address here - Default MTA:and now I get notices to (a test) user when updating a ticket from Agent screen, plus I now get notices to admin mailbox when a User updates a ticket.. which was the main problem, like you.It all works perfectly now.

5 years later

I just had the same issue. Updated the ticket system no longer sends any notifications out any longer to the agents. It does send out the customers though.

4 days later
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