[resolved] email only goes to agents, not to users

arielzusya

I'm running OSTicket 1.10.4 on a Windows Server 2012 with MySQL 5.7.17 and PHP 5.6.30. Everything seems to be working fairly well with one hiccup. When a user opens a new ticket the system successfully sends the agent an email alerting the agent to the ticket but when the agent responds to the email or uses the web interface to respond to the ticket, nobody receives an email update and instead the system generates the following error:Unable to email via SMTP-com.mail.protection.outlook.com Failed to add recipient: jsmith@enduserdomain.com[SMTP: Invalid response code received from server (code: 451, response: 4.4.62 Mail sent to the wrong Office 365 region. ATTR35. For more information please go to https://go.microsoft.com/fwlink/?linkid=865268 ) andUnable to email via php mail function:"John Smith" mail() returned failureThe trouble with all of that is that when the ticket is created by the user, that same system email address, helpdesk@ourdomain.com, successfully sends an alert message to the assigned agent (agentname@ourdomain.com). Not sure why one email-send is working and the other is not. Can anyone help me? Thanks!Ariel in Denver

ramrajone

What are you using for

Outgoing Email: Default email only applies to outgoing emails without SMTP setting.

It's under emais>setting>Email Settings and Options

It should be SMTP, I think you have have PHP there or none

arielzusya

Thanks for the reply. It is set to that same address. If I go to diagnostics and try to manually send a message from that helpdesk@ address it fails with the same errors. I just don't understand why the system is successfully sending messages to the agents from helpdesk@ but not ot the submitter of the tickets (or anyone else using that diagnostic tool). Thoughts?

arielzusya

Nevermind. I figured it out. The local SMTP relay was down. All fixed.