Not getting ticket assignment emails

[frederick.lee]

Hi Klemen,

We recently update HESK from 2.7.2 to 2.7.5. Everything seems to be working great, except for staff users are not receiving email when a ticket is assigned to them. All other email notifications are working, customer getting emails, reply to ticket notifications are receiving fine, etc...
I have checked the user profiles and they all have the option selected (as before) to receive email when a ticket is assigned to them
I have also tested the SMTP and POP connections under the Email tab in Settings, the connections are successful.
All settings are the same as before the update.

Any suggestions, advise?


Thank you!

[Klemen]

Hi,

Hmm, email delivery is obviously working because emails get sent to customers and they (staff) do get new reply notification.

1. Do you have "Auto-assign tickets" turned ON or OFF in Settings > Help desk tab > Features?

2. If you turn "Debug mode" on in Settings > Help desk tab > Features, do you see any error messages when submitting a ticket as a customer or when assigning a ticket to a staff member from within the admin panel?

3. The emails are not blocked by a spam filter, are they? Probably not if everything else arrives, but good to double-check.

4. Do you have access to your SMTP server logs? If yes, you could you look there for any signs of the missing emails?

[frederick.lee]

Hi Klemen,
Thanks for your quick replied. We have a slightly different situation today. No email notifications can be sent. Tested with debug on and by pressing the Test Connection button in Settings-Email revealed the following error messages:

Resolving SMTP server domain "smtp.gmail.com"...
Connecting to SMTP server "smtp.gmail.com" port 465...
Connected to SMTP server "smtp.gmail.com".
S 220-server.ced.berkeley.edu ESMTP Exim 4.89 #1 Wed, 27 Dec 2017 23:45:08 +0000
S 220-We do not authorize the use of this system to transport unsolicited,
S 220 and/or bulk e-mail.
C EHLO www.ced.berkeley.edu
******************************** REMOVED ***********************

We have not change any email address and password settings before and after the update. Any further suggestions and advice?

Thank you!

[Klemen]

Something appears to be wrong with DNS resolving on your server.

You are trying to connect to "smtp.gmail.com", but that address actually resolves to "server.ced.berkeley.edu"? So instead of connecting to Gmail, Hesk is connection to ced.berkley.edu SMTP server.

[prostar190fan]

One other note to this, staff will not get an e-mail if they assign a ticket to themselves.

[Klemen]

This is expected behavior; if you assign a ticket to yourself you already know you have a new ticket assigned so no need for a notification.

[frederick.lee]

Hi Klemen,

Thanks for your info and tips. We are all good here now. There were some unrelated issues with our server last week which might affected hesk then.