There are times when we create tickets and no emails get delivered. If I go into the logs I see these:
But then when I go to the Email Diagnostics, both emails that we have in the system work and get delivered to my email box.
smtp-relay.gmail refused the mail send request with the error "Failed to set Sender" The system realizing that it failed tried to send the email via PHP mail. This also failed (with no reason provided).
What are the SMTP settings that you use for sending?
We are sending them through our google smtp relay. This allows us to keep DKIM intact.
So does OS Ticket first try to email via PHP mail? Or is that secondary after the gmail failed? I have not been able to find documentation that I can understand on configuring the php mail function within osTicket. If I was able to do that, could I set osTicket to use that way as default?
Thanks!
osTicket tries to use the configured SMTP mail first. If that fails it tries to use PHP mail.
There is no documentation on setting up PHP mail in osTicket because it is not setup in osTicket. It is setup in PHP. Specifically the php.ini for the version of PHP that you are running. PHP mail is documented at php.net https://www.php.net/manual/en/mail.configuration.php
I will mess with that a bit. I just don't understand why it is intermittent with the gmail relay. It should either work or not, I would think.
Generally I agree with you. If gmail is using a load balancer for a collection of relays though and one of them has an issue that would also explain why you are getting intermittent failures.
