Mail notifications are not working correctly

Technical assistance
1

Infos:

  • Used Zammad version: 6.1.0-1695288641.c09272ec.focal
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04.6
  • Browser + version: Chrome 118.0.5993.89

Zammad only sends new mail notifications to two agents, ignoring the other 4 agents. Each user is configured the same and is assigned to the Support Group.
Mail account and notifications are configured.

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Expected behavior:

  • Mail notifications are sent to the predefined support group.

Actual behavior:

  • Mail is only sent to TWO agents instead of 6.

Steps to reproduce the behavior:

  • Customer opens a new ticket and notifications go out.
2

Maybe your agents only disabled notifications via personal preferences (/#profile/notifications).

You could try to switch via Admin → User and check their preferences.

It’s highly unlikely that notifications don’t work in zammad. There are no open issues about it at the moment and I am not aware of any recent notification changes.

3

But however can you give more details? Did they not work since the beginning or did you recently update.

You will need to provide more information, if you want any chance of help here. There is not a lot to work with.

4

I have checked with them. They have not disabled notifications.

Unfortunately, I’m not quite sure when this problem started. My colleagues haven’t really used Zammad much until now. And for myself it always worked.

Is there a log or something I can check? Or is there some other option that I just forgot to configure to allow them to receive notifications?

5

So… short update:

I was able to solve my problem. Every time someone opened a ticket, the notification system tried to send out emails. And one of our agents decided to use a wrong email address that did not exist.

In the logs I could find this entry:

550 5.1.1 wrongMail@domain wrongMail@domain: Recipient address rejected: user unknown (Net::SMTPFatalError)

After fixing this, mail notifications go out without any problems. I think Zammad should still notify the other agents, even though one of the addresses wasn’t correct.

1 Like
6

If it breaks notifying other agents this could be considered a bug. If there’s no such report yet, feel very welcome to create one at GitHub - zammad/zammad: Zammad is a web based open source helpdesk/customer support system

7

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