Email Alerts

Micahsdad · **Email Alerts -** 22-04-2006, 07:34 AM

Hi,

V3 on Win2003, mysql 5 php 5.

Mail Server is on localhost (mailenable.com)

When I post a reply to tickets, the client gets the response (so the mail server interface is working).

However the staff don't get any email alerts when new tickets arrive, or when tickets are assigned to other staff.

I have an email alert setup with everything ticked.

I must have missed something but the doco on this is a bit thin.

Any ideas?

Neil-UKWSD · 22-04-2006, 09:16 AM

Hi,

Have you setup the system to use SMTP for sending or are you using the default PHP mail() function?

You can setup to use SMTP under:

AdminCP > Settings > CPU Optimization & Server Settings

Micahsdad · 22-04-2006, 11:31 AM

yes, done that...

It's sending the replies OK, just that the alerts aren't being triggered. I don't think its an issue with email but how the alerts are configured, or its some weird php setting/config I need to change.

Neil-UKWSD · 22-04-2006, 06:08 PM

If you are logged in as the user your expecting to get alerts to the email account of you will not get them.

They only send when another user makes a change or the system makes a chnage, I went through all the alerts last night and posted a combined report of issues remaining with some of them but the vast majority are working ok now.

Micahsdad · 23-04-2006, 03:05 AM

I have an email address that is a distribution list (I am currently the only one in the list, but the support system wouldn't see that).

When I assign the ticket to that person (the DL), no email gets sent.

Klik hier · **same problem -** 07-06-2006, 09:04 AM

We've exactly the same problem. I can imagine there must be some place where can be configured who receives(or are receiving) the first alert for new tickets.

acorral · **Same Problem -** 07-06-2006, 11:47 PM

I'm having the same problem. Mine is a new install (today) and it never seemed to work. What's odd is that the client emails work sometimes and not others as well.

***Varun Shoor*** · 08-06-2006, 01:20 AM

I would recommend switching to SMTP under Admin CP > Settings > CPU Saving & Optimization to see if that resolves the issue.

Regards,

Varun Shoor

Klik hier · 08-06-2006, 12:18 PM

We allready enabled SMTP, so thats not the issue.
I tested a little more and it seems now that, when emailadresses are using the same domain, only one is send. When I use addresses with differtent domainnames, it works, so 2 alerts being send and delivered. Maybe it has something to do with our mailserver. Going to look further into that.

werwin · 07:46 PM

Agreed. I have the same problem. The email alert for when a ticket gets assigned does not work because it was created by my email address, and assigned to the same address.

Salman · **Comment Anyone? -** 22-06-2006, 06:47 PM

Quote:

Originally Posted by Klik hier

We've exactly the same problem. I can imagine there must be some place where can be configured who receives(or are receiving) the first alert for new tickets.

Yes, we dont get any alerts either and we are using SMTP

Now what?

AlkonCeReBrO · 23-06-2006, 04:49 PM

Same error here to....i check everything and mailserver is working fine.

Maybe some problem in last kayako release?

(already send a ticket..but dont get support)

Salman · **Got it!!! -** 23-06-2006, 07:31 PM

You have to create AN ALERT using the steps below:

1. Login to StaffCP.

2. Click on the TICKETS tab on top.

3. Click on the ALERT link that appears on the 2nd menu bar on top.
So you should be at: Tickets » Manage Alerts » Insert Alert

4. Create the Rule you would like.

Thats it!

Enjoy.

Salman · **Global Options -** 28-05-2008, 11:32 AM

HI,

Is there a way to create a GLOBAL Alert rule rather than creating individual alerts for each staff member?

Thanks

Salman

Ryan Lederman · 29-05-2008, 12:45 AM

Quote:

Originally Posted by Salman

HI,

Is there a way to create a GLOBAL Alert rule rather than creating individual alerts for each staff member?

Thanks

Salman

No, these alert rules are on a per-staff basis only.

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Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	22-04-2006, 09:16 AM Hi, Have you setup the system to use SMTP for sending or are you using the default PHP mail() function? You can setup to use SMTP under: AdminCP > Settings > CPU Optimization & Server Settings Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

Micahsdad Offline New Member Posts: 16 Join Date: Feb 2006	22-04-2006, 11:31 AM yes, done that... It's sending the replies OK, just that the alerts aren't being triggered. I don't think its an issue with email but how the alerts are configured, or its some weird php setting/config I need to change. John Jacobson Gold Rush Technology The Twinhead Notebook Specialist http://www.goldrushtechnology.com.au

Micahsdad Offline New Member Posts: 16 Join Date: Feb 2006	23-04-2006, 03:05 AM I have an email address that is a distribution list (I am currently the only one in the list, but the support system wouldn't see that). When I assign the ticket to that person (the DL), no email gets sent. John Jacobson Gold Rush Technology The Twinhead Notebook Specialist http://www.goldrushtechnology.com.au

Klik hier Offline New Member Posts: 3 Join Date: Jun 2006	same problem - 07-06-2006, 09:04 AM We've exactly the same problem. I can imagine there must be some place where can be configured who receives(or are receiving) the first alert for new tickets.

acorral Offline New Member Posts: 3 Join Date: Jun 2006	Same Problem - 07-06-2006, 11:47 PM I'm having the same problem. Mine is a new install (today) and it never seemed to work. What's odd is that the client emails work sometimes and not others as well.

Klik hier Offline New Member Posts: 3 Join Date: Jun 2006	08-06-2006, 12:18 PM We allready enabled SMTP, so thats not the issue. I tested a little more and it seems now that, when emailadresses are using the same domain, only one is send. When I use addresses with differtent domainnames, it works, so 2 alerts being send and delivered. Maybe it has something to do with our mailserver. Going to look further into that.

werwin Offline New Member Posts: 1 Join Date: Jun 2006	12-06-2006, 07:34 PM Agreed. I have the same problem. The email alert for when a ticket gets assigned does not work because it was created by my email address, and assigned to the same address. Last edited by werwin; 12-06-2006 at 07:46 PM.

AlkonCeReBrO Offline New Member Posts: 3 Join Date: Feb 2006	23-06-2006, 04:49 PM Same error here to....i check everything and mailserver is working fine. Maybe some problem in last kayako release? (already send a ticket..but dont get support)

Salman Offline Member Posts: 118 Join Date: May 2004	Got it!!! - 23-06-2006, 07:31 PM You have to create AN ALERT using the steps below: 1. Login to StaffCP. 2. Click on the TICKETS tab on top. 3. Click on the ALERT link that appears on the 2nd menu bar on top. So you should be at: Tickets » Manage Alerts » Insert Alert 4. Create the Rule you would like. Thats it! Enjoy.

Salman Offline Member Posts: 118 Join Date: May 2004	Global Options - 28-05-2008, 11:32 AM HI, Is there a way to create a GLOBAL Alert rule rather than creating individual alerts for each staff member? Thanks Salman █ Cheap Reseller Hosting, Business Hosting & Personal Hosting █ cPanel & WHM - PHP4 & PHP5 - SiteBuilder - Free Domain For Life █ Serving Thousands of Customers Since 2001 █ www.QualityHostOnline.com