Email issue finally solved

[mrrush101]

This is for all of you people like me who have been struggling with the issue on Help Desk not sending out emails when tickets are submitted. I have spent months figuring this out. I have tried every settings known to man. It may be that the new version of the sendmail program just works for some reason.

1. I am using version 2.2 of Hesk Help Desk
2. I am using the latest version of SENDMAIL - http://www.glob.com.au/sendmail/sendmail.zip
3 we will be editing two files. The sendmail.ini and your php.ini

Fist thing is to download send mail. Then unzip and copy the sendmail folder into your php5 includes folder. If you don't have a includes folder in your php5 folder just create one. I host my site from my house so my path looks like this. C:/www/php5/includes/sendmail. I don't think it has to be copied into this folder but remember where you do copy it to.

Next open up the sendmail.ini file . you will need to edit it using these settings below. This file is in the sendmail folder

These next settings are for people using a GMAIL account. It might work with others.
-------------------------------------------------------------------------------------------------------------------------------
; configuration for fake sendmail

; if this file doesn't exist, sendmail.exe will look for the settings in
; the registry, under HKLM\Software\Sendmail

[sendmail]

; you must change mail.mydomain.com to your smtp server,
; or to IIS's "pickup" directory. (generally C:\Inetpub\mailroot\Pickup)
; emails delivered via IIS's pickup directory cause sendmail to
; run quicker, but you won't get error messages back to the calling
; application.

smtp_server=smtp.gmail.com
; smtp port (normally 25)

smtp_port=465

; SMTPS (SSL) support
; auto = use SSL for port 465, otherwise try to use TLS
; ssl = alway use SSL
; tls = always use TLS
; none = never try to use SSL

smtp_ssl=auto

; the default domain for this server will be read from the registry
; this will be appended to email addresses when one isn't provided
; if you want to override the value in the registry, uncomment and modify

default_domain=smtp.gmail.com

; log smtp errors to error.log (defaults to same directory as sendmail.exe)
; uncomment to enable logging

error_logfile=error.log -uncomment this line will allow you to open the debug log to see any errors

; create debug log as debug.log (defaults to same directory as sendmail.exe)
; uncomment to enable debugging

debug_logfile=debug.log

; if your smtp server requires authentication, modify the following two lines

auth_username=youraccountname@gmail.com
auth_password=yourpassword

; if your smtp server uses pop3 before smtp authentication, modify the
; following three lines. do not enable unless it is required.

pop3_server=
pop3_username=
pop3_password=

; force the sender to always be the following email address
; this will only affect the "MAIL FROM" command, it won't modify
; the "From: " header of the message content

force_sender=

; force the sender to always be the following email address
; this will only affect the "RCTP TO" command, it won't modify
; the "To: " header of the message content

force_recipient=

; sendmail will use your hostname and your default_domain in the ehlo/helo
; smtp greeting. you can manually set the ehlo/helo name if required

hostname=
---------------------------------------------------------------------------------------------------------------------------
Next open up your php.ini file. It's located in the php5 folder.

Look for this line. Edit the line in bold to match where you copied your sendmail folder to
Pay attention to the slashes \ they make the difference

Paths and Directories ;
;;;;;;;;;;;;;;;;;;;;;;;;;

; UNIX: "/path1:/path2"
;include_path = ".:/php/includes"
;
; Windows: "\path1;\path2"
;include_path = ".;c:\php\includes"
include_path = ".;C:\www\vhosts\localhost\;C:\www\php5\includes\sendmail"
-----------------------------------------------------------------------------------------------------------------
Look for this line. Edit the line in bold to match where you copied your sendmail folder to then add the rest of the info. MAKE SURE YOU UN-COMMENT THE SENDMAIL PATH AND COMMENT ALL THE REST IF UN-COMMENTED. This is a comment ; You can leave the quotes in " "

Pay attention to the slashes \ they make the difference

[mail function]
; For Win32 only.
;SMTP =
;smtp_port =

; For Win32 only.
;sendmail_from =

; For Unix only. You may supply arguments as well (default: "sendmail -t -i").
sendmail_path = "C:\www\php5\includes\sendmail\sendmail.exe -t"

Make sure to save all your settings.

[Klemen]

Thanks for sharing, I'm sure many will find this useful.

[MacJoyful]

Does this work for both Windows and Unix? What about those who are using Mac OS X Server? Any information on this issue would be extremely helpful. Thank you. ~ Joy

[Klemen]

This is just a sample PHP setup on a Windows server, it's not directly Hesk-related. It would be up to you (your host) to properly setup PHP in order to use the mail() function correctly. Try searching Google for things like "PHP mail() on Mac OS" or similar.

[hmfernandes]

Dear all,

I've searched the web and the support forum for a similar post, or problem resolution and this is the most similar, although it doesn't solve my problem.

I have Hesk 2.3 installed, I configured the SMPT server as the email sending mode, using a google account and I get the following behaviour:

- Emails are sent to user when user submits new ticket.
- Emails are sent to user when staff submits new ticket (per user).
- Emails are sent to staff when ticket is assigned to staff member
- Emails are set to user when staff replies to ticket.
- Emails are sent to staff (to whom ticket is assigned) when user replies to ticket.
But
- Emails are not sent to staff (to: Helpdesk email) when user submits a new ticket.

Hesk sends emails using google account to all situations except when user submits a new ticket, and when staff submits a ticket per user without directly assigning it to the user.

Thank you for your help and best regards.
Helder Fernandes

[Klemen]

Do you have auto-assign enabled? If yes, email will only go to one staff memeber - the one who gets assigned to the ticket.

[hmfernandes]

That was exactly the problem. Besides the option to receive emails when tickets were not assigned was disabled in the users profile. Its now solved.

Thank you Klemen.

I will send you a PM about licenses for Hesk

Best regards,
Helder Fernandes