Reset password mail does not reach destination

esamo

I have a fresh installation of OSTicket v1.14 and am having a problem with specific outgoing email, that is, password reset email.

Mail about new ticket creation does not have a problem and same with email going out from diagnostic tab in admin emails panel.

Any suggestions what could I do to debug this or is it maybe some common issue?
The system response is saying that the email was submitted.

Thanks

Warm regards.

esamo

Also this email "Registration email sent successfully" does not reach destination.

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

You might also update to current (1.15.2) and see if it resolves your issue.

esamo

This is information tab

esamo

Hmm I see this mailer errors, maybe this mail about password reset is not using smtp?

esamo

And there is no error shown to the user when this happens, all looks good but the delivery did not happen.

ntozier

I would suggest that you try upgrading to see if the issue has been resolved in the new version.

Do you have email addresses configured in osTicket that use an SMTP server, or are you sending everything with PHP Mailer?

esamo

I have configured SMTP and some emails are working correctly, like email informing about a new ticket being created.
I will try to debug this in version that is installed currently as I have spent some time on data import that I don't want to repeat.

esamo

I think the reason is that my alerts email does not have SMTP configured. I thought if another email is set to default then it will be used everywhere.

esamo

What I did to solve the issue is I've changed in database table _config key = "alert_email_id" from 2 to 1 and now the reset password email is being sent from an email account that has SMTP configured.

Warm regards

KevinTheJedi

@esamo

You can actually update the Default Alert Email in the UI. Go to Admin Panel > Emails > Settings > Default Alert Email. You can also configure the Outgoing Email for each Department.

Cheers.