No email to agent when the ticket change the group

Infos:

  • Used Zammad version: 3.1
  • Used Zammad installation source: source
  • Operating system: Centos 7
  • Browser + version: Chrome 85

Expected behavior:

When i transfer a ticket to another group the agent should receive an email and a notification

In the profile from the agent the setting ist correct:

Actual behavior:

The system send no email, only a notification
image

All agents have the problem

Steps to reproduce the behavior:

Sounds like your email notification channel is somewhat broken.
You can learn more here:

Especially if you’re using SMTP already or sendmail (and it’s configured and theoretically working), also ensure your notification sender is technically correct ( https://admin-docs.zammad.org/en/latest/channels/email/settings.html#list-of-settings ).

If that doesn’t help, check the log files of Zammad and your mail server in question.

Postfix can no longer send mails, “connection refused” appears in the log. Postfix wants to contact an external domain from us and it cannot be reached. We work with proxy. The network traffic should only run internally.
I have now switched to SMTP dispatch and now it works. This is a solution, but of course the cause has not been eliminated.

1 Like

I’m glad you could find the cause!