Email Autoresponder Not Working

JDanker · **Email Autoresponder Not Working -** 06-09-2007, 04:13 AM

I have spent the past couple hours trying to figure this problem out. Currently, no email notifications are being sent out when a ticket is submitted or when a response to a ticket is posted. I have disabled flood protection, gone through all the settings and enabled the auto response when a ticket is submitted, and pretty much tried absolutely everything I found in these forums that I thought may be able to fix the problem.

The oddest part is that when I first started trying to fix the problem, I managed to have one email notification of a predefined reply sent out. I have since been unable to replicate this action and made no configuration changes between the ticket responses that did not work and the one that did.

Anyone have any thoughts?

I am not using email queues or piping any emails into the system. All tickets are submitted through the client interface.

Thank you.

craigbrass · 06-09-2007, 08:58 AM

Are you using SMTP or Standard PHP Mail?

supportskins · 06-09-2007, 10:12 AM

Also have you edited any email templates?

JDanker · 06-09-2007, 12:25 PM

I have not edited any email templates but will reset them just to make sure.

SMTP is not enabled so eSupport should be defaulting to Standard PHP Mail.

I will continue to look for what may be causing this problem and will post an update if I figure anything out.

craigbrass · 06-09-2007, 12:42 PM

Are you sure "Enable SMTP" is set to "No" then in Admin CP -> Settings -> CPU Optimization & Server?

JDanker · 06-09-2007, 12:51 PM

Positive. I just checked it again to be absolutely certain.

craigbrass · 06-09-2007, 01:03 PM

I think the next step would be to submit a ticket (http://members.kayako.net -> "Get Support") so they can investigate the issue on your server. There is not much else we can suggest here without looking at your install.

JDanker · 06-09-2007, 01:14 PM

Thank you for your help. I previously submitted a ticket and am waiting for a response.

craigbrass · 06-09-2007, 01:57 PM

How long have you been waiting like?

JDanker · 06-09-2007, 06:17 PM

I received a response to a different query and told them of this when they asked if there was anything else. I have not heard back yet but did receive two notification emails since then (no one on my end has been in the system), leading me to believe they are running tests. If I do not hear back soon I will be submitting a completely separate ticket for this concern.

craigbrass · 06-09-2007, 07:01 PM

Whats the ticket ID so Jamie can chase it when he comes online?

JDanker · 06-09-2007, 08:00 PM

the ticket information is as follows:

Ticket Assigned: test111
Previous Owner:
Ticket Details
===================
Ticket ID: 36

and

Ticket Assigned: test435
Previous Owner:
Ticket Details
===================
Ticket ID: 37

I have confirmed no one on my end submitted these tickets. So it must have been someone from Kayako.

**Jamie Edwards** · 07-09-2007, 12:48 AM

Quote:

Originally Posted by craigbrass

Whats the ticket ID so Jamie can chase it when he comes online?

From what JDanker says, it looks like the technicians are on the case.. so no chasing to be done.

@JDanker, do keep us updated on progress.

JDanker · 02:16 AM

At this point I have still received no update from Kayako staff and more problems have come up.

--Editted--

Undefined tabs problem solved. I should have run a search in the forums before posting the problem below but it is late and I am tired. I solved the problem by turning off GZip Compression.

JDanker · 07-09-2007, 02:26 PM

I received an email from Kayako staff letting me know the problem had been fixed. However this is not the case. I seem to be having the exact same problems as gedsta07 was in this thread:

Another day... another mishap

As I am running a monthly leased version of eSupport so would hope the problems are not arising from the install or servers.

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
3.10.02 Autoresponder not honoring Queue Override Name	netFusion	SupportSuite, eSupport and LiveResponse	20	30-04-2007 12:28 PM
Reply Autoresponder not working	silver	SupportSuite, eSupport and LiveResponse	5	01-09-2006 05:17 PM

craigbrass Offline Senior Member Posts: 5,387 Join Date: Jun 2005 Location: Cumbria, UK	06-09-2007, 08:58 AM Are you using SMTP or Standard PHP Mail? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

supportskins Offline Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India	06-09-2007, 10:12 AM Also have you edited any email templates? 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/

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	06-09-2007, 12:25 PM I have not edited any email templates but will reset them just to make sure. SMTP is not enabled so eSupport should be defaulting to Standard PHP Mail. I will continue to look for what may be causing this problem and will post an update if I figure anything out.

craigbrass Offline Senior Member Posts: 5,387 Join Date: Jun 2005 Location: Cumbria, UK	06-09-2007, 12:42 PM Are you sure "Enable SMTP" is set to "No" then in Admin CP -> Settings -> CPU Optimization & Server? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	06-09-2007, 12:51 PM Positive. I just checked it again to be absolutely certain.

craigbrass Offline Senior Member Posts: 5,387 Join Date: Jun 2005 Location: Cumbria, UK	06-09-2007, 01:03 PM I think the next step would be to submit a ticket (http://members.kayako.net -> "Get Support") so they can investigate the issue on your server. There is not much else we can suggest here without looking at your install. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	06-09-2007, 01:14 PM Thank you for your help. I previously submitted a ticket and am waiting for a response.

craigbrass Offline Senior Member Posts: 5,387 Join Date: Jun 2005 Location: Cumbria, UK	06-09-2007, 01:57 PM How long have you been waiting like? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	06-09-2007, 06:17 PM I received a response to a different query and told them of this when they asked if there was anything else. I have not heard back yet but did receive two notification emails since then (no one on my end has been in the system), leading me to believe they are running tests. If I do not hear back soon I will be submitting a completely separate ticket for this concern.

craigbrass Offline Senior Member Posts: 5,387 Join Date: Jun 2005 Location: Cumbria, UK	06-09-2007, 07:01 PM Whats the ticket ID so Jamie can chase it when he comes online? Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	06-09-2007, 08:00 PM the ticket information is as follows: Ticket Assigned: test111 Previous Owner: Ticket Details =================== Ticket ID: 36 and Ticket Assigned: test435 Previous Owner: Ticket Details =================== Ticket ID: 37 I have confirmed no one on my end submitted these tickets. So it must have been someone from Kayako.

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	07-09-2007, 02:10 AM At this point I have still received no update from Kayako staff and more problems have come up. --Editted-- Undefined tabs problem solved. I should have run a search in the forums before posting the problem below but it is late and I am tired. I solved the problem by turning off GZip Compression. Last edited by JDanker; 07-09-2007 at 02:16 AM. Reason: Problem Solved

JDanker Offline New Member Posts: 10 Join Date: Sep 2007	07-09-2007, 02:26 PM I received an email from Kayako staff letting me know the problem had been fixed. However this is not the case. I seem to be having the exact same problems as gedsta07 was in this thread: Another day... another mishap As I am running a monthly leased version of eSupport so would hope the problems are not arising from the install or servers.