This stopped working out of the blue after our host and Cloudflare had an outage. Although, the OSTicket is exempt from any Cloudflare caching.

Users entering new tickets get their usual email notifications giving them their new ticket number, etc.

However, agents are not getting notifications. We've looked high and low to make sure everything was turned on, but nothing.

Upgraded from 1.11 to 1.14.2 and no change. Nothing in logs indicating a problem.

Where to look for issues?

Go to:
Admin panel -> Settings -> System set Default Log Level to Debug.
Wait a little while (a couple tickets being created) and then go see if anything shows up in the logs.

and check:
Admin panel -> Settings -> Tickets -> Alerts and Notices and ensure that they are enabled.

Have your host check the mailserver logs to see if the emails are hitting the mailserver.

OK set Debug level.

Under Alerts and Notices, Department Members are checkmarked.

For the Department in question, we have 1 primary and several other "extended access" also all checkmarked. Shouldn't they all be getting a notification?

Probably no consolation, but we are having exactly (to a tee) the same problem with the same set up. Started happening whilst using 1.10 a couple of months back. Upgraded to 1.14.2 to see if it helped, but no luck

Edit: Just to add: We set Debug level and generated a couple of tickets. No entries of any type in the log as a result of this. Looks as though the mail function is just not firing.

Same problem, I can get 1 tech to have the email notification but not the 2 at the same time.

@MattSBR We are slightly different - more in line with the OP's post. No-one gets a new ticket alert - not the admin, nor any agents. We are currently just checking manually every day or so to see what's new.

8 months later

March 2021 and still the same problem on 1.15.2. Only the manager gets the alerts. No one else.

I double confirm. Tried on two different departments. Changed the managers twice. Every single time, only the manager gets an alert. Clearly a bug.

@Giray please start your own thread after 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.

Please include your:

  • Environment details (see Admin panel -> Dashboard -> Information)
  • Email settings
  • Alerts and Notices settings
  • step by step procedure that you are using to test so that we can attempt to replicate.
  • Are you using any auto assign Filters or Plugins?
a year later

@DM661 @MichaelW - Did you guys ever figure out a resolution for this issue? I'm currently experiencing the same exact problem with my installation. No agents get a new ticket alert. Settings are all allowing it and emails function otherwise, just this one thing...

    3 months later

    el_pancito @DM661 @MichaelW I have this exact same issue only Managers receiving "New Ticket" alert. This happened after an upgrade for me. All settings correct for Department and Team Members. Did anyone have any luck in solving this issue?

        a year later

        fpitsupport This fixed it for me. Only dept head was getting notifications, its because under Admin > Manage > Help topics the default entry was getting auto-assigned to a team and not being unassigned.

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