users emailed when ticket is entered.

[RRMJR]

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is the script supposed to email the "Support" email when a new ticket is posted to the system.

[Klemen]

It's supposed to send an e-mail to every user (Staff or Administrator) who has:
1. access to the category and
2. selected to receive mail (it can be changed on the Profile page)

[RRMJR]

Do you have to create cat. or can u just leave the default one there ?

I do get the message that my ticket has been received but never an email that says there is a new ticket.

have checked and the settings are set like u said they need to be.

what else could be stopping the email.

[Klemen]

Your SPAM filter? Or you have a typo in your e-mail address. Or your server is blocking mail to third party domains (it works @yourdomain.com but not @gmail.com or @anyohterdoman.com).

[RRMJR]

i checked and the spam filter is turned completely off. My thinking is if the no reply works so should the other. i can give u the username and password of the admin account if u would like. the no reply address is with bellsouth it works fine, but no email from anything else. have checked the emails and they are typed in correct also.

[Klemen]

My thinking is if the no reply works so should the other.

Exactly. All e-mails use the same code, so something on the server (either where Hesk is installed or on the e-mail server) is blocking mail.

[ThiNg]

Hi,

I am having the exact same issue. I can create a ticket, and the email address I use to create the ticket gets the notification that the ticket was created, but none of the users (administrator included) receive the notification that the ticket was created.

The ticket is in the dbase and i can access it but no notification emails at all.

[ThiNg]

Okay,

I decided to do one last test. I changed the Administrators email address to the same one I used to create the email. I then received two emails when I created the support ticket:

1. New support ticket submitted
2. Your support ticket received

So I guess it must be the domain I am sending it to. However, a test email sent from any address to the other domain works, so I know the email address is functioning.

Any ideas on how to troubleshoot it? If I call the support desk, they send a test email and it works, they then tell me to f* off (well, politely...)

[RRMJR]

i did have directory issues, but have got those solved. Actually got the software to send both emails, but only once. It still sends out that you have submitted a ticket, but the users never get anything. Dont think that the domain is an issue since all the emails use the same domain.

[Klemen]

If I call the support desk, they send a test email and it works, they then tell me to f* off (well, politely...)

Did they try to send a test email from a PHP script?

Here is a list of things that could be wrong - none of them is directly a HESK problem, but server-side problems (mail function not working, spam filters blocking emails, PHP scripts not allowed to send mail to third party domains, ...):
http://www.hesk.com/troubleshooter/trou ... php?step=7

[Klemen]

Actually got the software to send both emails, but only once.

This is the best proof that it is a server-side problem. Nothing had changes in the code but it sometimes work and sometimes not...

[mdauphinais1]

I had the same problem. It happens if you are hosting your e-mail service outside of the web server. When my host configured the MX records to use the external e-mail server they never modified the server so that e-mails sent from within to it's own domain wouldn't try to loop in on itself and stay on the local mail server. They had to make a change to force e-mails to the same domain to go outside the server and deliver to the remote mail server.

I'm not sure exactly what they had to change but I've had this happen on other web hosts before. If you just explain to the host the situation they should know how to fix it.