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Admin Email notification
Posted: Mon May 17, 2010 3:54 pm
by toddh
Script URL: Hesk
Version of script:2.1
Hosting company:
URL of phpinfo.php:
URL of session_test.php:
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I have searched are read several posts on this but have not been able to resolve.
When a new ticket is submitted, the customer email receives notification that their ticket has been received. The admin never receives notification, the customer and admin emails are all within the same domain. It appears the php mail function is working but the admin notification for some reason does not. Has anyone resolved this?
Thanks
Posted: Mon May 17, 2010 7:05 pm
by Klemen
If the customer receives it but the admin not (both addresses with the same domain), there are three possible causes:
1. admin e-mail is mistyped
2. admin doesn't have "Notify me of new tickets and replies" selected in the Profile
3. a SPAM filter is blocking the mail
Posted: Tue May 18, 2010 7:47 am
by toddh
Wouldn't the spam filter block both emails? the admin email is not mis-typed and the receive notifications box is checked also.
Thanks
Posted: Tue May 18, 2010 2:56 pm
by Klemen
I guess it usually would, but the admin gets slightly different e-mail. Have you tried addign the e-mail set as "Noreply e-mail" in the settings to your SPAM filter whitelist?
I just don't see any other possible reason why the customer/user would receive the mail and the admin not if both are on the same domain.
Posted: Wed May 19, 2010 7:28 pm
by toddh
I tried it with a no-reply and still did not work. I use this internally for my customer service reps to send issues to my depatment. our emails are all on the same domain. As a temp work around I added more email fields in the submit ticket, and extended the ammount of charecters. So when one of my CSR's opens a new ticket my whole department if their email is entered now gets the same email as my CSR's do when they open a new ticket. Not a admin notification per say but it works. It is strange I moved one to a different category today and got a notification. It is just strange the the admin notify is not working when the submit ticket works for the person opening it and when replys are submitted any email on the ticket gets the notifications just not admins. Could it be my ISP's php version? or a sql issue?
Posted: Thu Jun 03, 2010 8:05 am
by demonic69
I've just solved this issue on my hesk server.
I think it's related to the $email field on the admin e-mail code.
I added a new variable called $adminto and set it to my e-mail.
Then I changed $email in the admin string to $adminto and it works a treat. This is in submit_ticket and reply_ticket. Now I just need to setup an SMTP alias or group and I'm sorted.
Code: Select all
/* Send e-mail to staff */
$email=implode(',',$admins);
$headers = "From: $hesk_settings[noreply_mail]\n";
$headers.= "Reply-to: $hesk_settings[noreply_mail]\n";
$headers.= "Return-Path: $hesk_settings[webmaster_mail]\n";
$headers.= "Content-type: text/plain; charset=".$hesklang['ENCODING'];
@mail($adminto,$hesklang['new_ticket_submitted'],$msg,$headers);
Instead of
Code: Select all
@mail($email,$hesklang['new_ticket_submitted'],$msg,$headers);
Posted: Mon Jun 07, 2010 10:44 pm
by lynncap
update: this is working fine for me now in version 2.2
Posted: Tue Jun 15, 2010 1:01 pm
by toddh
Did you add your email in the line code? if so where I am a little confused