[Resolved] Post-Upgrade to 1.14.1 users don't receive emails when ticket updated

arielzusya

After I upgraded to 1.14.1 my users stopped receiving emails when a ticket is updated. It doesn't seem to be an issue with email generally because they receive an email confirming that they've opened the ticket and as agent I receive an email alerting me to the ticket assignment and a second email with the ticket and I receive an alert when I update the ticket. If the user logs into the web interface they can see the complete ticketing history so the tickets are properly being recorded in the system. I looked at the Alerts and Notices tab in the Ticket Settings and Options screen on the admin panel and confirmed that nothing has changed--the following options are checked:

New Message Alert--Last Respondent, Assigned Agent/Team

I also confirmed in the email diagnostics that the addresses are able to send and they are obviously receiving because when I reply to a ticket by email as the agent the ticket updates and I receive an alert as the agent that the ticket has been updated. Any assistance would be greatly appreciated. Thanks!

ntozier

Alerts and Notices are not for Users. They are for Agents.

You would want to look at the one for Users.
Admin panel -> Settings -> Tickets -> Auto Responder
To see what your Users will get.

arielzusya

Sure enough. Unfortunately that doesn't seem to hold the answer either. On the autoresponder page the following items are checked:

New Ticket: Ticket Owner
New Ticket by Agent: Ticket Owner
New Message: Submitter: Sent receipt confirmation; Participants: Send new activity notice

The only thing that isn't checked is the last one--Overlimit Notice: Ticket Submitter. I don't have it checked because I don't have a limit set for my users. BTW--looked through my logs and don't see any criticals and don't see any pertinent errors.

ntozier

Version of PHP?
Any PHP errors being logged in your PHP error logs?

Can you check your mailserver logs to see if the mailserver is getting the messages?

arielzusya

Good point. Haven't updated php in a while. I'm running 5.6.30 and MySQL 5.7.17. Think I need to upgrade either or both?

arielzusya

Little update... I upgraded to php 7.3.13 and MySQL 8.0.19. Now I'm having a different issue. Even though I can get to the admin panel and the agent panel, when users try to log in they can get to the sign in page but after clicking the sign in button they get the error:

This page isn’t <myhelpdesksitenameremovedforprivacy> is currently unable to handle this request.
HTTP ERROR 500

Seems like two steps forward and one step back. Any thought where to look now? BTW, looked at the logs for iis and see nothing when the above error occurs. I also looked at the smtp logs and see the message going out to me when the ticket updates but not going out to the user, and I see no errors.

arielzusya

oops... should have read, this page isn't working...

ntozier

You should take a look at the PHP error logs and the MySQL error logs.

The MySQL error logs will likely tell you something requested authentication method unknown. MySQL8 ships with some new features enabled by default that were not in previous editions.

You need to make sure that your default character set is set to utf8 (or specify utf8 when creating the db).
You also need to change the default authentication plugin for MySQL8.
I wrote a blog post about this a while ago it is here:
https://tmib.net/installing-osticket-1-10-4-troubleshooting-mysql8-and-php-older-than-7-1-16/

arielzusya

So... I checked the logs (for php and the iis and mysql) and no errors. So... I decided to go back through and check all of the settings. The last one I went to was the ldap plugin I've been using for auth. Bingo (sort of). Turns out that when I upgraded php i neglected to re-enable the php-ldap extension. As soon as I enabled it, the login worked and my users could again create tickets. So... first thing I did after the site was available again was to open a new ticket as a user. The ticket appears in the system like usual and as the agent I received an email alerting to the creation of the ticket and an email of the ticket. The user received a confirmation email as well that the ticket was created. As agent I responded to the ticket via email. I received an alert that the ticket was updated and I received an alert with the updated ticket. I checked in the portal and confirmed that the ticket was indeed updated. However, the user did not receive an email alerting the user to the update. I checked the smtp logs and the system never even attempted to send a message to the user (just to the agent). I then replied as the agent to the alert of my first agent-reply. This time the ticket updated but I received no email (and the user received no email). I checked the logs again and the system did not attempt to send an email at all (to agent or user). No errors, just no outbound mail entry. Thoughts?

KevinTheJedi

@arielzusya

When you post a Reply it should always send an email to the User UNLESS you have the Reply-To dropdown set to Do Not Email Reply. Please check the Reply box to see if you have the User selected as the Reply-To:

Note:
You also need to check the From dropdown to ensure you are using the correct email address to send out the reply.

Cheers.

arielzusya

Thanks for the response @KevinTheJedi. My question is not actually about using the web form to reply to the ticket. I'm having trouble with the system that allows me to reply by email and have osticket parse the message. It used to work but seems to have broken when I updated to 1.14.1.

KevinTheJedi

@arielzusya

Oh, yea, we don't support Agent Replies via email. Only User messages and Collaborator messages.

Cheers.

arielzusya

I'm sorry to hear that. It was working before I upgraded. Oh well.

Trouble is it seems a response to a ticket by a user wasn't being addressed by the system either. Before this upgrade I had a task in windows scheduled to run a batch file every five minutes. The batch used to contain the following line:

"c:\program Files (x86)"\PHP\v5.3\php-win -f c:\inetpub\wwwroot\osticket\api\cron.php

after upgrading to the 64-bit version of 7.3 that old batch obviously wouldn't work so I edited to batch and changed it to:

"c:\program Files"\PHP\v7.3\php-win -f c:\inetpub\wwwroot\osticket\api\cron.php

but then task scheduler started producing errors. First I got 0x1 which could mean permission issues and could mean it couldn't find the file. I checked the box in properties for the task to run with highest privileges. Then I started getting the error 0x80070001. I decided to create an all new task and this time I didn't use a batch file at all. Instead I had the task run c:\program Files"\PHP\v7.3\php-win.exe and then put -f c:\inetpub\wwwroot\osticket\api\cron.php in the arguments line. That seems to have fixed it so I thought I would share that here in case someone else has a similar issue.

Apart from that, I think it is safe to close this ticket. Thanks!

ntozier

arielzusya It was working before I upgraded.

Then you or someone else modified your installation. This [Agents replying to tickets via email] has never been a feature in osTicket. Agents responding to ticket has always posted an internal note.

See this thread at github for mods to older versions to make it work:
https://github.com/osTicket/osTicket/issues/2242