[Solved]No Mail notice for admin users

[joehsu]

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I install HESK version 2.5.5 on a two-bay QNAP NAS (no mail service on it)
E-mail setting to use external SMTP server: MS-Exchange 2010
Everything works fine but not the mail notice for admin users.

When I summit a new ticket, the customer can get notice mail,but all admin users (assigned or not) can't get any mail.
I try to turn off the auto-assign setting but the same.
But when I send private message to another admin user, He can get notice mail in HESK as well as the mailbox on Exchange.

Is there any setting I missed?

[Klemen]

Well email sending is obviously working if your customers receive it and if staff receives it when a private mail is sent through HESK.

I don't have much experience with MS-Exchange, but I would check any mail logs there to find if and why mail is getting blocked and also check any SPAM filters in place.

[joehsu]

Well email sending is obviously working if your customers receive it and if staff receives it when a private mail is sent through HESK.

I don't have much experience with MS-Exchange, but I would check any mail logs there to find if and why mail is getting blocked and also check any SPAM filters in place.

Hello,
Thanks for reply.
I check the exchange log but find nothing.
It seems like the mail didn't even get to exchange.
The customer's mail is logged, but not admin user's mail
Is there any way to check if the HESK do send the mail?

[Klemen]

You could try editing file "inc/email_functions.inc.php" to log sent emails.

For example just below

Code: Select all

// Encode subject to UTF-8

add something like

Code: Select all

file_put_contents(HESK_PATH . '/email_log.txt', "=============== NEW EMAIL ===============".PHP_EOL."TO: $to".PHP_EOL."SUBJECT: $subject".PHP_EOL."MSG: $message".PHP_EOL."----- END -----".PHP_EOL.PHP_EOL, FILE_APPEND);

You might also need to create a file called "email_log.txt" in the main HESK folder and make sure PHP has permission to write to it.

[joehsu]

You could try editing file "inc/email_functions.inc.php" to log sent emails.

For example just below

Code: Select all

// Encode subject to UTF-8

add something like

Code: Select all

file_put_contents(HESK_PATH . '/email_log.txt', "=============== NEW EMAIL ===============".PHP_EOL."TO: $to".PHP_EOL."SUBJECT: $subject".PHP_EOL."MSG: $message".PHP_EOL."----- END -----".PHP_EOL.PHP_EOL, FILE_APPEND);

You might also need to create a file called "email_log.txt" in the main HESK folder and make sure PHP has permission to write to it.

Hello,
I did above setting and got that email_log.txt
But it only include the mail that sent to customer, which is the first two fields(Name, Email) when opening a new ticket.
I didn't find mail log that sent to admin user, which is the ticket owner, [Assign this ticket to xxx]
Why??

[Klemen]

Are you opening the tickets from the admin panel, or from customer side?

If you are opening new tickets from admin panel you will not receive a notification because you already know a new ticket is submitted (you just submitted it).

[joehsu]

Are you opening the tickets from the admin panel, or from customer side?

If you are opening new tickets from admin panel you will not receive a notification because you already know a new ticket is submitted (you just submitted it).

Yes, I open new ticket from admin panel.......
Hahaha........sorry~

Thanks for the help~~