No e-mail after customer opening ticket

[l.ziegelmann]

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]

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]

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]

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]

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]

@l.ziegelmann

Ticket history:

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

[l.ziegelmann]

Yes, they do:

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

[MrGeneration]

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.