Ticket responses not getting sent. Diagnostic mail working!

bblaha

Hi guys,I have been using OSTicket for ~3,5 months as our mail inbox started growing hugely due to an event.Everything worked amazing!Now, and I do not know what is causing this, a massive problem appeared:From one day to another (about a month ago) ticket responses were not sent to clients via email and notifications to our team were not sent as well.And the worst part: We have not found out about it until today. This means a couple hundred mails we thought we had answered were never answered. Needless to say, that this is not good for any kind of business.So, what have I done to find a solution?First I checked the server log: Nothing unusualThen I checked the OSTicket log. Besides some lost sessions nothing unusual either.Then I decided to send an email via the diagnostics tool and it WORKS! If I get it right this means that the mailserver is configured correctly.I then wanted to check the mail logs (does the SMTP server receive anything at all?), but our provider does not give us access to those. The are not shown in our outgoing folder, but this is default per protocoll, so nothing to worry about IMHO.I then doublechecked all the settings I could find (are notifications disabled?): Nothing suspicious either.I am starting to get a bit desperated and would really appreciate any further hints on where I can go from here.Regards

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.Version of osTicket?how are you sending mail?what service/company are you using for email?When you say you checked the server log, what does that mean to you?What level do you have the osTicket log set to? Debug?Is your provider willing to look at the mail logs for you?Are you using any email lists?

bblaha

Hi, sorry about that:Version of OSTicket: v1.9.12 (19292ad)We send mail using our SMTP Server (which worked before and also works using Email Diagnostics)We use kasmail by all-inkl.comI checked the Apache access and error logI had NOT set the log level to Debug, but to Warning, I have changed that now: Still no log entry when I send an email.The provider is not willing to do that, sadly. I am annoyed by this as well.No we are not using email lists.

bblaha

I have now reinstalled OSTicket on another instance and setup email (with the same mail address) and it works. I then hooked a copy of the ORIGINAL database to the NEW installation and it stopped working.So here is the situation again:Email is getting sent when I use the diagnostics tool, but not when responding to tickets. I have setup all notifications correctly. No logs appear anywhere (but I have no access to the SMTP logs).It must be something that I (or anyone else working in the system) changed in the database. There is no other explanation to me.Do you have any suggestions?

bblaha

It seems I have solved the problem by accident:When I was just about to disable everything in order to set up everything again, I disabled the cron job so no more mails would get fetched. When I wanted to save I got the error message that my selected Default Template Set was invalid. There was only ONE Default Template Set in the dropdown, so I deselected it ("Select Default Email Template Set" element in the dropdown) and tried to save, which did not work. Then I selected the only other option in the dropdown and saved again. Everything is working again.Since there is no visible change in the settings and it works now and it suddenly stopped working without anything being changed I suspect this is a BUG.Due to the nature of the bug I am not able to reproduce it, but I would really appreciate if this got solved. If I can be of any help feel free to message me.