I have a similar issue that I'm trying to sort out.
have narrowed it down to class.ticket.php postMessage function.
If you run the mailfetch via cron and log to file, you can add error_log statements so can see what it gets to.
in my case when running after ticket create it doesn't get to the auto reply/alert routines
this is what is printed:
We are runningg postEmail now
We are about to run postThreadEntry
we are running postMessage from class.ticket.php
we are running the addMessage routine
Doesn't make it to my error_log statement we are checking for collaborators
// Insert message from client
function postMessage($vars, $origin='', $alerts=true) {
global $cfg;
error_log("we are running postMessage from class.ticket.php");
if ($origin)
$vars['origin'] = $origin;
if (isset($vars['ip']))
$vars['ip_address'] = $vars['ip'];
elseif (!$vars['ip_address'] && $_SERVER['REMOTE_ADDR'])
$vars['ip_address'] = $_SERVER['REMOTE_ADDR'];
$errors = array();
error_log("we are running the addMessage routine");
if (!($message = $this->getThread()->addMessage($vars, $errors)))
error_log("well, the message addMessage routine did not work");
#return null;
error_log("we are setting the last message to");
$this->setLastMessage($message);
error_log("no we are checking for collaborators");
// Add email recipients as collaborators...