New ticket is not delivered

FabienSegura

Hi everyone !

We just installed new version 1.14.2 and migrated database from v1.9 without any issue.

But now, when we create a new ticket, it is not delivered to receipient (it's not into junk mailbox).
Newx ticket seems well created, it is visible into "Open" panel and if we reply to this ticket, receipient receive this reply !

Email diagnostic works well, replies to tickets works well : how can we solve this "new ticket" issue so ?

Thanks.

--
Fabien.

ntozier

Please help us to help you by reading and following the posting guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

Environment details? (see Admin panel -> Dashboard -> Information)
Email settings?
etc.

FabienSegura

Thanks for the link to guidelines.

Here below Infomation dashboard :

Email address :

Email settings :

Ticket settings :

Let me know if you need more information.

Many thanks !

ntozier

Please go to: Admin panel -> Settings -> Tickets.
Click on the Autoresponder tab.
Is "New ticket" enabled?

FabienSegura

yes it is :

ntozier

New Ticket is when a ticket is opened via email by the user.

New Ticket by Agent is when a ticket is opened for a user by an Agent (in the panel). You have this disabled.

So I guess the question is, when you say "when we create a new ticket, it is not delivered to receipient" how are you opening the ticket?

Maybe you need to turn on New Ticket by Agent.

FabienSegura

I didn't get that difference between both concepts 😀

When we create a new ticket opened by Agent for a user, we would like user to receive that ticket by email with all details noted by agent.

Here below an example :

We are expected this ticket to be delivered by email to address fabien.segura@xxxxxx.

Should I enable "New Ticket by Agent: Ticket Owner " here ?

Thanks !

ntozier

Yes.