New message / internal activity e-mails not sending

rmdcp

Hey, I raised an issue on Github about this last month but wanted to ask on here as well. We've got a problem on our osTicket instance where it's not sending e-mails when people send messages or log internal notes on our tickets. Everything's set to enabled, and we always get e-mails when new tickets come in, but nothing's being sent for internal notes or replies to tickets from the user. There's no error messages logged anywhere, it's almost as though those messages are disabled even though they're not.

Currently running on Windows Server 2016, our old 1.12.3 install worked fine when hosted on a Windows 7 box, but broke when we migrated over. We use SMTP on a separate MS Exchange server to send and fetch e-mails.

Server details:

rmdcp

Hi I've found the problem. For those with the same problem when updating from 1.12.x to 1.14.1, some of the template variables have changed. Here are the ones I had to change to get our install to work:

%{ticket.name} is now %{ticket.user}
%{ticket.dept.name} is now %{ticket.dept}
%{note.message} is now %{note}

No doubt there will be others that will need changing.

KevinTheJedi

@rmdcp

Not sure what happened in your case but incorrect variables should not break the template. When the system doesn't find a variable it should either leave it as is or replace it with an empty string.

I just tested this with v1.14.1 and the Internal Activity Alert template. I have a variable called %{note.message} (which you say breaks the template), I post an Internal Note, and I receive the email and the variable works (it shows the internal note body). So, I have no idea what the issue is for you. Maybe you were having email issues which were resolved around the same time as you changing variables?

Email Template

Internal Note

Email Alert

P.S.
%{note.message} is actually now %{note.body}, not just %{note}.

Cheers.