No e-mail after customer opening ticket

l.ziegelmann · January 24, 2020, 10:08am

Infos:

Used Zammad version: 3.1.x
Used Zammad installation source: UCS App Center(Docker)
Operating system: Univention Corporate Server(Debian)
Browser + version: Google Chrome Version 79.0.3945.130

Expected behavior:

E-mail is received after customer opens ticket

Actual behavior:

E-mail is NOT received after customer opens ticket

Steps to reproduce the behavior:

Download and install Zammad via the UCS App Center
Go to profile settings → notifications → tick “also notify via email” at “new ticket” section

Is there other settings that are necessary?

MrGeneration · January 25, 2020, 9:37am

I guess you didn’t change the MTA settings from sendmail to SMTP (mandatory).
Please see: https://docs.zammad.org/en/latest/install/univention.html

You can change the notification setting withint he email channel as well.
You’ll also see what is configured, I bet it’s sendmail because this would explain the issue, however, the sender domain might be an issue as well.

See:

http://admin-docs.zammad.org/en/latest/channels/email.html

l.ziegelmann · January 27, 2020, 8:45am

Our email outbound settings are as follows:

And our email notification settings:

The IP written under the host leads to the mail server written on the previous picture.
When opening a ticket, the customers do get an email but the agents don’t.

MrGeneration · January 31, 2020, 2:50pm

Do your agents happen to have disabled the agent notifications within their profile?
https://user-docs.zammad.org/en/latest/extras/profile-and-settings.html

You can also check that via the tickets history, it will tell you if it send notifications (online / email) there. Looks similar to this:

l.ziegelmann · January 31, 2020, 3:54pm

I am an agent myself and I have these settings in my “Notifications” tab:

Looks right, right?

Ticket history:

The difference, between your history and my history is the email part, if I’m correct, which is the problem.

MrGeneration · February 3, 2020, 12:46pm

Welp, your Agent accounts to have mail addresses right? Because it doesn’t look like it.

l.ziegelmann · February 13, 2020, 8:50am

Yes, they do:

Here looking at a user, which is an agent. An e-mail is set, which is correct and working.

MrGeneration · February 17, 2020, 1:08pm

I am sure that those three affected users did disable the mail notifications.
These settings are user based and not global.

Also, ensure your user has “FULL” rights on the correspodending group.