Email Notification to Staff Not Working Properly

jnicastr · Post by **jnicastr** » Wed Dec 26, 2007 9:25 pm

Version of script: 0.94.1 @ October 25, 2007

Problem: On certain EXISTING categories (I have about 10, so let's say about 5 out of the 10 categories have this problem)......the customer email goes out after a new ticket is submitted but the email to staff does not. If I add a new category, the email works to both customer and staff.

I don't think this is server side, since emails are working and sending fine. email_test.php works fine. Also worth noting, the system has been working perfectly for 2 months, then all of a sudden this started about 6 days ago. No files were modified 6 days ago.

HELP

jnicastr · Post by **jnicastr** » Wed Dec 26, 2007 9:54 pm

update, (or correction to my earlier post)...this problem IS happening on new categories as well.

Same symptoms: new ticket submitted, an email goes to customer but not to the staff. Some categories work fine, others don't.

Post by **Klemen** » Wed Dec 26, 2007 11:06 pm

Wait, you are saying it worked fine before but started having problems 6 days ago? If this is true how can it be scripts' fault, nothing has changed in the code?

Have you checked in your Spam/Junk/Bulk mailbox?
You do know staff will only receive notifications from their "Allowed categories" (which you can select under "Manage users" when you login as administrator )?
You do know staff can disable notifications in their profile?

jnicastr · Post by **jnicastr** » Thu Dec 27, 2007 4:29 pm

Klemen, sorry for the post. It didn't make much sense from an application point of view, I think I posted more out of panic than anything else. Upon further troubleshooting with sendmail, the script is working as it should and the message is being relayed properly out of my server/domain. I think we know where the issue is...so again, sorry for the post.

And yes, I do know the settings that staff can option

Post by **Klemen** » Thu Dec 27, 2007 5:02 pm

No problem, just happy you fixed the issue. It's hard to blame the script if it works and then suddenly stops without changing any of the code

jnicastr · Post by **jnicastr** » Thu Dec 27, 2007 7:41 pm

well...................I changed quite a few things and then started doubting whether or not I did something I shouldn't have. But the timing didn't make sense, since modified dates on all files were weeks before the issue started. Like you said, script should not be blamed in these cases. Delete the post if you want, I don't really want to confuse someone into thinking they can find an answer to their issue since there's similar posts regarding email problems and each needs individual troubleshooting. Ours happened to be an issue with the way one of our relays is handling mail to multiple recipients. Recently implemented anti-spamming rules killed us. ugh.