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osTicket / osTicket

The osTicket open source ticketing system official project repository, for versions 1.8 and later
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No notification being sent when customer adds message via email #4039

Open rvdv01 opened 7 years ago

rvdv01 commented 7 years ago

Description

When a client replies via email, the agents or managers assigned to a ticket or department are not notified at all via email. When a clients adds a reply via the web front-end, these notifications are sent correctly.

Steps to Reproduce

  1. Have a client response 'above the line' via email to any ticket
  2. The mail is retrieved properly using IMAP and the message added to the ticket correctly via a cron-job
  3. The agent and/or manager (etc) are not notified of the new reply and thus it can be easily missed

Expected behavior:

I expect the ticket agent / manager of the department etc. to be notified of this new message. The notification does work properly when the message is added through the web front-end.

Actual behavior: [What actually happened]

No notification is sent. I believe this notification is simply not generated in code, there is nothing wrong with the sending of mail in general.

Versions

The problem is also described by another user here: http://osticket.com/forum/discussion/90006/no-new-message-alert-from-email-reply#latest

Serverinformatie

osTicket versie | v1.10.1 (9ae093d) —  Bij de tijd Web Server Software | Apache MySQLversie | 5.5.41 PHPversie | 5.5.37

ntozier commented 7 years ago

We're running a different version, but I am not able to verify this behavior. (I've never had an issue with this since we implemented our ticket systems (two) starting back in 1.6ST.

rvdv01 commented 7 years ago

Ok, thanks for your reply. That's the only issue preventing us from using osTicket. Do you happen to have any idea in which PHP file / line these messages are sent? Then I can try to debug it there. But since these are the only email messages (that I found in my testing) that are not being sent, it seemed more logical there was an issue in the code somehow than an issue with my webserver or mailserver.

JediKev commented 7 years ago

@rvdv01 As @ntozier said I've never experienced this issue before. The notification template is in fact there otherwise we wouldn't have the option to send it. I would check your Alerts & Notices settings as well as your logs. Please post a screenshot of Admin Panel > Settings > Tickets > Alerts & Notices as well as any errors you find that relates to sent mail.

rvdv01 commented 7 years ago

Well, I figured out what the problem was... Since I was testing it, I was using a different email address to reply to the ticket messages (not the same address as the person who created the ticket was sending the replies). It turns out, that in this scenario, the message is added to the correct ticket but the ticket manager/handler is not emailed! So, this still is kind of a bug (it is possible some customer forwards the message to a colleague and has the colleague reply): the message is added to the ticket correctly in this case, but the notification mail is not sent...

JediKev commented 7 years ago

@rvdv01 Try adding the non-user as a collaborator on the ticket and see if their replies trigger the notification.

applechief commented 5 years ago

We are having the same issue, but in our case, the reply is coming from the same email address and still are facing the same scenario, the reply is created but no notification is sent to the agents. if the reply is created on the portal, on the same ticket, the new message notification is sent.

running version 1.10.4 on php 5.6

and with the difference that emails are piped in from an external server rather than fetched through imap.

any suggested steps to debug?