email autoresponder issues.

[rossm]

Good day,

Using the hosted service i have setup 2 departments, Sales and support i then set each up with its own email Q and configured any mail forwarding on my server.

If i email sales@mydomain or support@mydomain it will go to the relevent ticket system.

The emails arrive in the system as new tickets are created and im able to view them in the /staff webpage.

The issue seems to be that the auto responder is not working for both departments, now i admit i have fiddled with the autresponder template as well as changing the email options from html/plain text but nothing i did would (or shouldnt) break anything. So i restored everything to how it should be and im still having auto responder problems.

i have cleared the cache by using
http://domain.helpserve.com/staff/in...a=rebuildcache

I have enabled "Enable New Issue Autoresponder?" for both mail queues but only one seems to send a autoresponder. When i disable the auto responder for one of them then the other one will work. If both are enabled it seems to be the last one to be enabled sends out the mail (dunno about this)
infact sometimes it dosnt send an auto response at all

If i dont get an auto response i can go to the ticket in /staff and reply to the ticket and that routes to the right place as well as any replies coming back so im happy no spam/firewalls are causing trouble


I also noticed these very recent posts that talk about related issues.
Autoresponder
Emails not send at all!


Anything im doing obviously wrong? or perhaps do are there issues with the mail server ? im on server26.kayako.net if that helps

[supportskins]

Try running the "Diagnostics" test for the templates under:
Admin CP > Templates > Diagnostics > Diagnose

Check if it reports any error.

[rossm]

Hi Supportskins,

Thanks for the help - i gave that a go and all came up fine, since i went back and restored any changes

Under "list modified templates" it just lists my "header" i changed (i replaced the logo and thats working fine)

[rossm]

i just noticed a new post pop up:

Alerts

saying much the same as me - i do hope its not an issue with the hosted service as otherwise i just wasted an afternoon mucking around

[Jamie Edwards]

Hi Ross,

Please submit a ticket detailing the problem and post the ticket ID here. I've made our support techs for this shift aware that they should be expecting it.

[rossm]

Ticket ID: CIY-990398

1 thing i did notice is if i go and actually make a ticket (login make ticket) i will get an auto response from both sales or support depending on what department i message. It just dosnt work if i email them directly.

Thanks again for any help