Department members not recieving New Ticket notifications

djohnson

As stated in the title, the "Department members" are not receiving notifications for new tickets. However the notifications are working properly for other types, such as the "New Message Alert" and such for department members.

Outgoing email is on an internal unauthenticated SMTP server, all emails are working from it properly.
In addition, the "New Ticket Alert" works properly for Admins and Department Managers.

The issue seemed to be the case in 1.14.1, persisted upgrading to 1.14.2.

OSTicket Version: v1.14.2 (cba6035)
Web Server: Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips PHP/7.3.16
MySql Version: 5.5.64
PHP Version: 7.3.16
OS: CentOS 7.7.1908

ntozier

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DEpartment settings?
Alerts and Notices settings?

djohnson

Currently the Admin notification is not turned on on new tickets, but when it is it appears to work perfectly. As does the department manager. All department members have alerts on for the department, and the department as a whole has alerts enabled.

ntozier

Department settings.

See:

djohnson

Okay, then I those settings are not clear, the tooltip for those says that the autoresponder is for sending responses to Users, not to agents. Does that mean those settings encompass both Users and Agents? If that was the case I would expect it being disabled on "New Message" to mean notifications to agents on new messages would not work, which they currently are working perfectly.

ntozier

Oh hey your right. For some reason I thought that you were talking about collaborators when i answered. I have no idea then.

adrian2022

ntozier

hi sir please help why i cannot send a screen shot photo to osticket from gmail ? thanks

djohnson

Yeah, changing those settings changed nothing, which is to be expected. Any other ideas where I might look to debug? Not super familiar with the guts of OSTicket. I can submit a bug report on Github if need be and attempt to work through it there.

ntozier

You are free to open a report on github for this, but I cannot seem to replicate the issue that you are reporting.

djohnson

Well, I will open an issue on Github and report back here if I find a fix for the issue.

ntozier

Please cross post the link to the issue report here when you do.

djohnson

Github issue
https://github.com/osTicket/osTicket/issues/5563

adrian2022

im tryng to send screen shot photo from gmail to osticket but maximum photo they recieve is 2 only

ntozier

@adrian2022 huh?