[Resolved] Activation Email - BaseError: Unable to Retrieve Template

JuzeKev

Account Activation Emails are not sending and an error is being returned. When I pull up a User from the Users window and choose 'Send Activation Email'

I receive an error message followed by an error email.

The URL listed in the error email is our osTicket home page, which I thought was odd.

System Log shows following record:

Nothing is added to the PHP error log when this event happens.

System Information:
osTicket v1.14.2
MySQL v5.5.47
PHP v7.2.7
Server Windows 2012R2 x64

I verified the template exists (Account Confirmation Email) under the User Settings and also saw it in the database. I also verified that the Email Settings are set up correctly and send without any issue. For some reason, the system just can't seem to find this template even though it's there, and I'm not sure why.

Any insight you have is greatly appreciated!!

KevinTheJedi

@JuzeKev

When you get that error it means either there is no system default email configured or the system cannot find the template in the database. Go to method sendUnlockEmail() in include/class.user.php and var_dump() the $template variable to see what is being passed.

Cheers.

JuzeKev

Thanks for the response, @KevinTheJedi . I did as you suggested and var_dump($template) returned the following:
string(19) "registration-client"

When I checked the ost_content table in the database, I can see a record in there with the same type.

Any idea as to why the sendUnlockEmail() function would not see this record?

KevinTheJedi

@JuzeKev

It might be finding the template just not a system default email. Try changing var_dump($template); to var_dump($email);, put it below where $email is set, and post the results here.

Cheers.

JuzeKev

@KevinTheJedi

That did it man! I moved and modified the var_dump and it returned NULL this time.

So I went into Email --> Settings, refreshed the Default System Email and Default Alert Email settings, and now the email sends successfully!

Thank you so much for you help 😄

KevinTheJedi

@JuzeKev

Not a problem! Glad we could figure this one out!

Cheers.