Emails Working Partially!

[meetmandeep]

Script URL: http://it.aahs.com/helpdesk
Version of script: 0.93.1
Version of PHP: 5.0.5
Hosting company: My own Win 2003 Server/ IIS 6.0
Have you searched THIS FORUM for your problem: Yes
(if not please do before posting)
If so, what terms did you try: Read Every Related Thread

Write your message below:

First of all, thanks for a great script. Everything works well except email notification. Hesk successfully sends a notification to the client indicating that support ticket has been opened; however, it fails to notify any staff or administrator. All users have notify me checked on their profile page. So once again, the person opening the ticket gets the email notification; however, none of the staff or admin gets any notification. Same is true for replies. When staff replies, client gets the message just fine; however not vice a versa.

Any help would be appreciated

[Klemen]

This must be a problem with your PHP or e-mail software setup (SMTP?). Hesk uses the standard PHP mail() command for sending out all mail. Check your server setup, especially e-mail configuration (can't help you there as I'm not a server admin).

Regards

[Chokra]

Klemen,

Thanks for your wonderful tool!!!
It works beautifully in one client site, but in the other, the email works partially (email sent only to ticket-submitter NOT SENT to admin).

I wonder what the problem is.

I am a website designer/hosting reseller and I am currently testing this tool so that I can sell it to my webdesign customers (licensed version of course, with my own markup for setting it up on their servers). Kindly investigate this and remove the bug, so that I don't have problems when I start selling this tool.

Once again thank you Klemen for a wonderful product!

[Chokra]

Klemen,

I tested some more.
And the problem is still there.

On the first client's site, it works perfectly. I just set up 3 support tickets.
And every single time, a mail was sent to BOTH the ticket-submitter and to the admin. Every single time.

Then I set up 3 support tickets on the second client's site, and every time mail was sent ONLY to ticket-submitter, no email was sent to the admin.

I also checked if the second client's email was not configured correctly. I sent a direct mail to info@client-domain.com and the mail was received!

Waiting to hear from you.

[chokra]

Klemen,

I just set up Hesk on a third domain site.
And I have the same problem...emails only sent to ticket-submitter
but no email sent to the admin.

So here's the final tally:
Installed on 3 client domains.
First domain works wonderfully...emails sent to both!
Second and third domains, emails only sent to ticket-submitter.

[Klemen]

So here's the final tally:
Installed on 3 client domains.
First domain works wonderfully...emails sent to both!
Second and third domains, emails only sent to ticket-submitter.

This must be a problem with your PHP or e-mail software setup. Hesk uses the standard PHP mail() command for sending out all mail. Check your server setup, especially e-mail configuration. I can't help you there as I'm not a server admin. If you don't have root access to the servers contact the hosting company and ask them if there are any limitations for sending e-mails from scripts (or from PHP mail() function).

So one more time - as you saw for yourself e-mail sending does work from Hesk, there must be a problem with the way your server/PHP/mail software is setup. I'm not a server guy so I can't help you here as I have no idea what could be wrong .

Regards

[Chokra]

as you saw for yourself e-mail sending does work from Hesk, there must be a problem with the way your server/PHP/mail software is setup.

Logically, what you say seems to makes sense!

But Klemen, I request you to please investigate (when you have the time)why the first domain works perfectly (100% of the time) and all other additional domains only send mails to the ticket-submitter not to the Admin.

If you don't have root access to the servers contact the hosting company and ask them if there are any limitations for sending e-mails from scripts (or from PHP mail() function).

Klemen, I can tell you right away it is not an issue about limits.
Here are some reasons why :

Reason 1. We use multiple forms on all client sites and they work even if you send 20 in a minute (I know this because I have tested this) and they all use PHP mail()

Reason 2. The first domain in which Hesk has been set up works wonderfully. I set up about 10 support tickets one after the other and I checked my email...every single time both ticket-submitter and admin received mails! But with the additional 2 domains I set up, I have submitted support tickets about 2 hours ago, and I still have not received a single mail to admin (though I received all the mails to the ticket-submitter immediately).


I REALLY REALLY wish to promote this product with my clients (whose sites I design) but I am scared that I would be bombarded with so many calls to fix this issue...and I would have no clue what to do.

But otherwise, what a wonderful product you have created! Hats off to you!!!

[meetmandeep]

Chokra,
thanks for your insight. Looks like at the momemt if anyone can fix this problem, it's you. The reason I say that is because you have 3 domains setup and 1 is working 100%.

Can you please start off by listing all the settings. Post a copy of your php.ini and all other relevant settings. We could continue to compare among your different setups until we find the problem. I've been trying to troubleshoot from last few days but not getting anywhere. At least you have one of the servers working so we can compare against it.

Let's compare settings across your working and non working setup. Thanks

Mandeep

[Guest]

Mandeep, the weird thing is that this morning I find the emails of all 3 domains work perfectly. Both emails are sent to both Admin and the customer. The problem I described yesterday has gone!

I was waiting to chat with the support person of my hosting company and while waiting I set up test tickets on all 3 domains, and all 3 domains sent the mails without a problem! By the time the support person had come online, my problem was solved. I have no clue why. I discussed this with the support person, and he investigated the mail settings of the 'bad' domains and said there were no issues that he could see.

When I asked him what possible reason could there be for domain-1 to perform perfectly and domain-2 & 3 having email issues, he said he could not think of any reason. He guessed that perhaps at the time of setting up of tickets, there may have been a server overload. But I responded and said that even if there was an overload, how could domain-1 work perfectly again and again and again...and at the same time domains 2&3 sent emails only to customer but never to admin...so he said that I had a point...but he had no idea why this was happening!

Can you please start off by listing all the settings. Post a copy of your php.ini and all other relevant settings. We could continue to compare among your different setups...

Mandeep, I asked my hosting-administrator access to the php.ini file, but they declined due to security issues. But I would like to help you.

Could you try the following

1) Instead of something@mydomain.com use a yahoo,hotmail,gmail mail address

$hesk_settings['support_mail']="something@yahoo.com";
$hesk_settings['webmaster_mail']="something@yahoo.com";
$hesk_settings['noreply_mail']="NOREPLY@yahoo.com";


2) Check again the server path to the directory and make sure there is no "/"
after support

/* Server info */
$hesk_settings['server_path'] = "/home/some_path/public_html/support";


3) Check if the mails are going in to your bulk folder.


4) If it still doesn't work, give me your email address, I will set up HESK for you on one of my empty servers and let you know and you could see if it works.


Edited by Klemen on author's request (removed some info).

[Chokra]

The above message written by GUEST is me Chokra

[Klemen]

Nice to see you guys helping each other

Just one thing to add:

1) Instead of something@mydomain.com use a yahoo,hotmail,gmail mail address

Actually I remember I had some similar problems on one of my sites about a year ago. Not with Hesk, but some other script that wasn't sending out mail. Then I figured out that due some security settings on the server (don't ask what?) the script was sending e-mail successfully to all the local domain (domains hosted on the same server) but not to any domains not hosted on the same server.

So if I had domain1.com and domain2.com on the same server then the script from domain1.com was sending e-mail to address@domain2.com without a problem. But it wouldn't send to e-mail to any other domain which was not located on the same server (IP).

Maybe something similar could be the issue here? If you are using @yahoo.com, @gmail.com or similar try changing the address to a local e-mail (@yourdomain.com).

God I hope the above doesn't sound too complicated

Regards

[Chokra]

But it wouldn't send to e-mail to any other domain which was not located on the same server (IP).
Maybe something similar could be the issue here? If you are using @yahoo.com, @gmail.com or similar try changing the address to a local e-mail (@yourdomain.com).

Thanks Klemen I know what you mean.
But just for your info, when I was having problems (not any more! ) I tried using both email addresses, local-domain and outside-domain, but the problem persisted, with both scenarios. But, as I mentioned, the problem has gone away now (I have tested it sufficiently!) And I hope it never comes back.

[Gardinerg]

But, as I mentioned, the problem has gone away now (I have tested it sufficiently!) And I hope it never comes back

Ok can some tell me how to fix it i have tried everything and have the same problem

I am running all the latest and Apache2 on my windows 2003 server and then i have a seperate exchange server on the same domain,

The Clients Are Getting Tickets but not to us

Gaz

[Klemen]

I have very little experience with Windows servers, do you have any error logs where e-mail errors are logged? You might want to find/check those.

Is PHP mail() command working ok? Just to make sure have you double-checked your e-mail address in the hesk_settings.inc.php file?

[Gardinerg]

Thanks for all your help,

It turned out to be the default restrictions in howmany e-mail can be sent in 30secs on exchange

Garry