SMTP not working? - Kayako

jptimone · 10:34 AM

I noticed some strange thing when I finally started to test our running system. If I use Enable SMTP and put correct settings (same SMTP settings that we use in Joomla), the system won't sent any emails? No notification email to user when he has created a new ticket, no notification email when staff replies to ticket, nothing.

We're using currently SupportSuite v3.11.01 and also have files to upgrade to 3.20.02. I haven't updated yet because we're also using SERM and I want this system to work properly before update.

Have someone encountered same kind of problems?

I tried to disable SMTP and then the system was sending some emails, like confirmation email to user when creating a new ticket. But with disabling SMTP, system won't send notification email to user when staff replies to ticket.

I tried to look our server error logs but there wasn't nothing.

supportskins · 08-10-2008, 11:04 AM

I see no reason why Kayako would not send emails using your SMTP. You might want to relook into the SMTP settings you might be using for Kayako.

jptimone · 13-10-2008, 07:52 AM

Okay, I just realized that we have also additional domain license and I tested that other domain which has same Kayako version and SERM module installed. With same SMTP settings all the mails are send so there must be something wrong with our Kayako installation.

I go through and check all settings first. Then I might need to check some php files in case I have done some wrong operations e.g. during SERM installation.

Can someone advice, where to check this kind of problems?

supportskins · 13-10-2008, 08:29 AM

I suggest your check SMTP without the SERM files and see if it works. If it doesn't then contact Kayako Support from https://members.kayako.net or else contact the SERM module developer to troubleshoot the issue.

Sheep · 13-10-2008, 10:10 AM

SERM isn't supposed to modify any SMTP stuff, so i suggest the same thing as supportskin: create a clean install in a second folder so you can check your parameters.
If it's really SERM i'll take a look at it (glad to see someone is using it)

jptimone · 13-10-2008, 11:11 AM

I think the problem is now solved, corrected one setting.

For some reason, "Default Return E-mail Address" field was empty in General Settings and after I put it, everything seems to work properly now.

supportskins · 13-10-2008, 11:18 AM

Good to know the issue is resolved.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
How to Setup Windows 2003 and Exchange 2003 SMTP Relaying	bluesquares	Installation & Upgrading	1	27-10-2007 11:11 PM
Outgoing ticket responses suddenly stopped working!	Doug I.	How do I?	3	17-08-2007 06:34 PM
smtp is turned on, but no mail is sent is authentication is off...	gguarnere	SupportSuite, eSupport and LiveResponse	4	04-08-2006 03:39 PM

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	08-10-2008, 11:04 AM I see no reason why Kayako would not send emails using your SMTP. You might want to relook into the SMTP settings you might be using for Kayako. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

Sheep Offline Member Posts: 350 Join Date: Feb 2007 Location: Lyon, France	13-10-2008, 10:10 AM SERM isn't supposed to modify any SMTP stuff, so i suggest the same thing as supportskin: create a clean install in a second folder so you can check your parameters. If it's really SERM i'll take a look at it (glad to see someone is using it) Antoine "Sheep" BERMON -- Lurking around there --

jptimone Offline New Member Posts: 18 Join Date: Mar 2006 Location: Kuopio, Finland	13-10-2008, 11:11 AM I think the problem is now solved, corrected one setting. For some reason, "Default Return E-mail Address" field was empty in General Settings and after I put it, everything seems to work properly now.

supportskins Offline Senior Member Posts: 3,962 Join Date: Aug 2006 Location: Mumbai, India	13-10-2008, 11:18 AM Good to know the issue is resolved. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/