Check your PHP logs and try upgrading your PHP to 5.6

You also might want to check your mail server logs and see if the email is getting that far also.

osTicket does not support PHP7.1+ yet.  You should use 5.6 or 7.0.

Is your group email setting a header that indicates it is a bounce or auto-reply? Because osTicket won't send auto notifications to those messages to prevent email loops.

You said Google groups?

I checked, yes, it sets header:

Precedence: list

Which triggers isAutoReply here:

https://github.com/osTicket/osTicket/blob/405b909209c0b9b6fd4f31963c38ed5f22537e5c/include/class.filter.php#L813

So osTicket thinks that the email is an automated message already and tries to play nice with the other software.

If you think about it, an auto reply to the group would send a message to everyone in the group.. probably not what you want. Especially if it then triggers a response to osticket triggering another Auto response.. . Etc, until Google cut you off or your server fills up with tickets.

If it is what you want, and you use g-suite, you could strip that header for that recipient from the mail envelope via the admin console (advanced magic), or modify the code to ignore that header.. or maybe not use the group, just use tickets, it's what we did at my company, much better.

Wouldn't the original sender be occluded by the group email address?

Eg: Help.me@ext.org => group@company.tld => tickets@company.org

Therefore the ticket is created for company-group@googlegroups.com or similar?

But you raise an interesting use-case. I've a solution in mind, needs to get my tools (my code is at work).

Essentially, we can use my rewriter plugin to change the sender to the original by changing the headers!

https://github.com/clonemeagain/plugin-fwd-rewriter I'll have a look in a few hours (it's 0643, I try not to code this early). But if you're sufficiently caffeinated and willing to try, it's a public repo, make a pull request.

The dark magic? Well, I call it that because the settings are dangerous.

https://support.google.com/a/answer/1346934?hl=en

Basically you can use the content compliance Configs to change things.. even headers.

However, if you've tried commenting out the check, and it didn't work, then it's not that! So don't go breaking your whole email system on a hunch by some forum weirdo (me).

Maybe check your outbound email logs, perhaps it is sending it, but the group is ignoring it because the ticket system isn't a posting rights member?

Actually, apart from that header, it shouldn't trigger.. and my G-Suite email headers appear to correctly set the "From: originalsender@mycompany.com". Do the tickets get created in a department that has Autoresponder disabled? It's a separate setting from the one's you've checked.Well, assuming the department is different for these group emails I suppose. Hmm, what if Google is doing the same thing? What if they are filtering AutoReplies!?!https://support.google.com/a/answer/168383?hl=en&ref_topic=1685628 hmm.YES THEY DO:Appears to have been an issue for a while: https://github.com/osTicket/osTicket-1.7/issues/609Those are now found in /include/class.mailer.php lines 397 https://github.com/osTicket/osTicket/blob/develop/include/class.mailer.php#L397.But you'd only want to remove those for that particular recipient.I just checked on mine, the headers it adds for autoresponse: 

X-Auto-Response-Suppress: OOF, AutoReply

Auto-Submitted: auto-generated

Maybe try commenting that out and try again. Or we'd have to add a Signal to mailer so we can edit them before they are sent.. irritating.