e-mail notifications

lama

Hi,it worked but stopped few weeks ago: e-mail notifications on new activities in tickets.Agents receive e-mail notification on new tickets - works like charm.Agents receive e-mail notification on internal messages.Agents don't receive e-mail when customer replies to an existing ticket.In settings - tickets - notifications everything is activated in this section.Any ideas?Many thanks and KRMatthias

blueyeguy

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.You have not provided any information regarding what version of osTicket, PHP, MySQL, etc.

lama

sorry...please find more detailled information below:osTicket-Version

v1.10 (901e5ea)

— Aktuell

Server-Software

Apache/2.2.31 (Unix) mod_fastcgi/mod_fastcgi-SNAP-0910052141

MySQL-Version

10.0.30

PHP-Version

5.6.30

ntozier

Your updated information doesn't tell us how you have email configured.

lama

I use the e-mail function from PHP...e-mails are sent through a smarthost...THANKS!

ntozier

Can you setup SMTP and see if the problem goes away?

Grizly

Can you check your email logs then? Where is the backlog?

lama

Hi,@[deleted]unfortunately, same result :/@[deleted]could you please tell me where i can find the email logs?what's backlog?thx

Grizly

If it's the same, then it's possible that is a simple checkbox missing. I've got a check in New Message Alert for "Assigned Agent/Team", you?

But what I meant by backlog was perhaps your email server wasn't able to send them, so it might be queuing them.

lama

hmmmm ok but would be very strange if just the notifications on edited tickets couldn't be sent.attached a screenshot, is that what you meant with the checkboxes? I think they are all set correctly...thx

lama

blank

Grizly

You've got more on than I do!That is weird.

mfelber

Have you checked if the agents email addresses are also listed in the user directory?If agents have addresses on both sides there happen "weird" things..

ntozier

So this caught my attention... "if just the notifications on edited tickets couldn't be sent."You do realize that there is no Agent specific "ticket edited: alert.

lama

@[deleted]there are users with the same name but different e-mail adresses. this is caused by test-mails sent from my private mail-account etc.@[deleted]sure there is a notification on updated tickets (it even worked in the past). if not you would have to control everytime in the ticket system if maybe one ticket has been updated by customer or not...that's not practicable ;)

ntozier

@[deleted] My point is that:There is no notification for EDITING a ticket. Editing a ticket was introduced in 1.10.There is a notification for activity (updating a ticket).And based on the quote from your reply I'm not sure whats not working for you.

mfelber

@[deleted]Same names are not a problem. My experience is that only same email adresses on both sides (user/agent) can cause problems with notifications.

lama

@[deleted]sorry...to make it clear...i need information if a ticket is updated. same in this ticket here...if you write anything, I'll get an email notification that someone responded.I get a notification if a new ticket is created, then I answer the ticket and if the customer answers again I don't get a notification.@[deleted]ok so then that's not causing the problem :/

mfelber

@[deleted]Could it be that you disabled the "Claim on Response" setting: blank According to your settings only agents or teams which are assigned to the ticket will get the "New Message Alert" also the "Last Respondent" and the "Departement Manager". If you disabled the "Claim on Response" setting this would at least explain why some of the agents would not receive this alert, but you as "Last Respondant" and the "Departement Manager" should still get this type of alert.There are other settings that could override the notification setting like here: blank and here: blank But this settings are not for a special type of alert and would not explain why only this type of alert will not be sent to your agents. On the other side: maybe this settings are not working correct. I have seen myself that some type of alerts will still be sent although I disabled the setting at department level.Hmm, this is really not easy..

lama

@[deleted]thanks for your reply...I checked the settings and they are all ok! It's really weird that just those notifications aren't working. Would it be possible, that the form template for those notifications is corrupt?