Hi,

I'm not sure I am doing things right, so I'll explain what I am trying to do:
I created a new department, and I want our agents to open there tickets to our vendors. I mean they should login to OSTicket, click the New Ticket button and open a ticket on our side and at the same time send the email to the vendor (so we keep track of the tickets we open).
I see I have to chose an agent - seems there's no way I can open a ticket and simply add a vendor email, so I think I will need to create users for every vendor - any chance we can avoid this?
I tested with some emails I added as users, and I only see the notification that a ticket has been opened.
I tried adding a CC email, but there is no email sent there either.
Both emails entered are receiving emails if I comment in the ticket after that, but not the initial email. Is there a way to send the initial message also?

Thank you,
Alex

    You tagged this 0.x - 1.5.x (End Of Life)? So what version are you actually running since I doubt that you are running any of that. What is your server environment and software components? How do you have mail configured?

    Abraxas I see I have to chose an agent - seems there's no way I can open a ticket and simply add a vendor email, so I think I will need to create users for every vendor - any chance we can avoid this?

    You do not pick an Agent. You pick a user.
    Yes, you would create Users for each vendor once they are created Agents will be able to search for the vendor.

    Abraxas Both emails entered are receiving emails if I comment in the ticket after that, but not the initial email. Is there a way to send the initial message also?

    Did you disable any autoresponders/alerts and notices in the Department?

        Thank you for the reply!
        Sorry, totally forgot to mention the version. I am using v1.11 (d4e240b) and it is running on Debian 7.6 with Apache and PHP 5.6.40. (I know they are old, but I have other software on that server that needs to use this config.

        Both autoresponder options are enabled. I get the new ticket notification as my agent username is in the department, it's just the user that is not receiving the emails.

        Thank you,
        Alex

        Please upgrade to 1.12. Not only do I think that it will fix your issue, but 1.11 is not safe to run.

        Thank you, I will upgrade and let you know how ti went.

        Hi!
        I upgraded to 1.12, but I get the same behavior ?

        Are you suppressing alerts at the department level?
        Can you update PHP to something more current? (7.2)

        The department has both autoresponder options enabled, and alerts are set to "Department and extended access members".
        When I open the ticket, the agents that have rights for that department receive the new ticket notification.
        Also if I post a comment on the ticket, the user receives the email. He just does not receive the initial email with the ticket being created and the content.

        Can't really upgrade php, as I have a few other tools using it and some need 5.

        Finally found what it was:
        In Setings, New Ticket by Agent, TicketOwner was not enabled. After I enabled it, I have a new drop-down box when opening tickets, and the default ("Alert All") works just fine.

        Thank you for the help!

        I mean I don't feel like I helped all that much, but your welcome. ?
        Have a great weekend!

        ntozier changed the title to [resolved] Email not send when opening tickets from the interface.
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