Changing Alias Channel Prevents Sending Emails from Being an Option on Tickets

Technical assistance
1

Infos:

  • Used Zammad version: 7.1.1
  • Used Zammad installation type: package
  • Operating system: Debian

Expected behavior:

  • Able to change the outbound and email address alias around, and then back again, and still be able to send emails

Actual behavior:

  • After changing the outbound and email alias settings for an email address, it won’t send emails anymore for agents using the assigned destination group.

Steps to reproduce the behavior:

  • Switch the outbound account to another email address
  • change the email alias to use another email address
  • accidentally change the alias channel to another registered email address
  • delete the alias from that email address using the X button
  • recreate the alias under the correct email address
  • in the end set everything back to the way it was
  • create a ticket and you can’t send an email from the destination group you were fiddling with
2

I fixed it!

For anyone else, just change the email alias channel to another email account (what I did first to mess things up) and delete the alias, then delete the messed up email account altogether. Add the email account back and everything should work normal again.

1 Like
3

This topic was automatically closed 7 days after the last reply. New replies are no longer allowed.