We want to add a few dozen more agents to our osTicket install (v1.12 (a076918); current latest) but have seen in testing that adding a new agent does not generate a "Welcome Email" that the user can use to set up their initial password.

All other email features appear to work on the system. Previous forum submissions appear to point toward the ability to use a check box to send the welcome email when creating the agent(s), but our install doesn't appear to have this feature.

Was the "Welcome Email" removed or am I missing a setting?

The Welcome email template is at Admin panel -> Settings -> Agents -> Templates.
It only sends an email if it has to. If you click on Set Password when making the agent you will see the check box to send the email or not.

    It does work as described, but only if you use the "set password" button prior to creating the user; though, the set password/"Set Agent Password" screen does not indicate a "Welcome" message will be sent (i.e., only "Send the agent a password reset email" and "Require password change at next login" checkbox options exist.

    If you create the user first and then attempt to use the Set Password button, only a password reset email is sent, which has to comply with your "Reset Token Expiration" settings.

    Since we have already created a couple dozen agents incorrectly (improper order of "Set Password" button use), is there a documented method for creating the users via CLI? I found the manage.php and associated import function, but I can't seem to get it to work.

      6 months later

      I have the same problem with several version, osticket version 1.11, 1.12, 1.14. But when I used, I had not this problem.

        10 days later

        sipe "But when I used, I had not this problem." - When you used what?

        Gedwin Did you ever figure out how to get the Welcome Email to send? Because I'm also unable to get my agent welcome email to send... All my email settings are setup perfectly and test well. I also see the same thing you're seeing where the 'Set Agent Password' button simply asks if you want a reset email to be sent. Even when I click on set, it just loads for a second and doesn't seem send anything to my agent...

        ntozier Hi Ntozier, is there something we're doing incorrectly or does this functionality simply not yet work in osTicket 1.14? What needs to happen in order for a welcome email to send properly? I've come a long way setting up a whole LAMP stack with osTicket and even secured it with SSL, I'm in the final stages before deploying this to my end-users yet there's still these few headaches in the way!

              18 days later

              I am having the same issue.
              osTicket Version v1.14.1 (f1e9e88) — Up to date
              Web Server Software Apache/2.4.29 (Ubuntu)
              MySQL Version 5.7.28
              PHP Version 7.2.24-0ubuntu0.18.04.1

              4 months later

              I am also not able to use the Agent password reset feature after upgrading to 1.14 from 1.10 yesterday.

              You posted your comment by replying to the PR for the fix.

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