[resolved] Will enabling autoresponse send previously posted ticket replies?

jeffrey96

OsTicket has been saving us a lot of time. Thank u community.

Recently we would like to activate autoresponse, so people mailing to us would receive an automated e-mail with ticket number. However, our mail has never been set-up and activated over te past years.

The main question is whether all (thousands of) previously posted replies in all the previously opened tickets (see picture 1) will yet be send once the mail profile is setup and activated. We would not like these old replies to be sen per mail, since it is irrelevant.

I couldn't trace the mailing function in the php file: xampp\htdocs\osTicket\include\staff\ticket-view.inc.php

Picture 1:

As far as I know, I may asssume that sending mails will always work if header spoofing is enabled?
Picture2:

Regards,

ntozier

jeffrey96 I may asssume that sending mails will always work if header spoofing is enabled?

No. Some mail servers will not let you send emails as an account that does not exist.

Also you will have to setup cron.php to be run by a scheduler (such as Cron or Windows Task Scheduler).

see:
https://docs.osticket.com/en/latest/Getting%20Started/Email%20Settings.html
and
https://docs.osticket.com/en/latest/Getting%20Started/POP3-IMAP%20Settings.html

ramrajone

Make sure there are no emails on support Inbox, otherwise, it will create new tickets automatically

You should have Fetched Emails:
Move to folder or Delete emails

based on your screenshot you have set to "Do nothing (not recommended)"
status showing Disable, so maybe you not using yet

jeffrey96

Thanks for the reply. By reading your reply, I realise my explaination is a bit vague.

I'll try to elaborate/clearify it a bit more:
We do have a support mailbox setup which fetches for emails and creates new tickets in OsTicket automatically. This is completely as desired.

However, the SMTP has been disabled for our Support Mailbox (see picture 3), and we have posted replies in ticket threads (which are send to the user if the SMTP settings were set, but they were not, so not a single reply was mailed to the users in the past years via OsTicket).
Will these replies, which were posted over the past years but which were never sent, be sent eventually if we configure the SMTP settings? Or will only new replies to ticket threads be send if SMTP is configured.

Picture 3:

Picture 4:
'Reactie plaatsen' == 'Posting reply'

ramrajone

It should only send out new replies to ticket threads be send if SMTP is configured
osTicket tries to send, if failed it does not re-try, that would be something your mail server handle.

You should see errors when you logged in as admin to your osTicket system:
/scp/logs.php

jeffrey96

After a couple of months, I finally enabled the functionality to send mails via STMP. As confirmed by ramrajone and ntozier, the old messages/mails were not resend. Only new messages will be mailed by osTicket, so everything is working as expected. Thanks again!

jeffrey96

Thanks for quick the replies, much appreciated.

This was the answer I needed: "osTicket tries to send, if failed it does not re-try, that would be something your mail server handle."

The cron.php is already running in Windows Task Scheduler.
I'll try to configure the SMTP settings in order to make use of the autoresponse function in OsTicket.

ntozier

Sounds good. I'll leave your thread open please let me know how you make out.

ntozier

Very welcome.