Specific user not receiving E-Mails


  • Used Zammad version: 4.1.x
  • Used Zammad installation type: (source, package, docker-compose, …) package
  • Operating system: Debian 4.9.168-1+deb9u5
  • Browser + version: Chromium:** 78.0.3904.130

Expected behavior:

  • When a ticket for a specific user changed, an e-mail is sent using the predefined SMTP server settings.

Actual behavior:

  • A specific user of the ticket system is not receiving e-mails, all other users do.

Steps to reproduce the behavior:

  • Create a ticket as a specific user.
  • Reply to the ticket as an agent.

I noticed that in the rails console, the user is missing those bits:

“notification_config”=>{“matrix”=>{“create”=>{“criteria”=>{“owned_by_me”=>true, “owned_by_nobody”=>true, “no”=>false}, “channel”=>{“email”=>true, “online”=>true}}, “update”=>{“criteria”=>{“owned_by_me”=>true, “owned_by_nobody”=>true, “no”=>false}, “channel”=>{“email”=>true, “online”=>true}}, “reminder_reached”=>{“criteria”=>{“owned_by_me”=>true, “owned_by_nobody”=>false, “no”=>false}, “channel”=>{“email”=>true, “online”=>true}}, “escalation”=>{“criteria”=>{“owned_by_me”=>true, “owned_by_nobody”=>false, “no”=>false}, “channel”=>{“email”=>true, “online”=>true}}}},

How do I add those?

I managed to add the user notification config bits using the rails console. However, the notification still does not appear to get sent.

This was a settings issue. I hadn’t set an email account on the groups.

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