Mail queu not sending autoresponse

[IT2Be]

Hi,

I am the 2nd week of using a leased eSupport installation.

So far I am pretty happy with it (although I go along with many of the feature requests I have seen).

There is one thing that does not work (made a ticket for it but it has not yet been resolved so I thought that maybe somebody at the forum could give me a hint).

I have email queues set up and they should send an autoreply. Both for not-registered users and for tickets that have been assigned.

However, the autoreply is not sent out.

I believe all settings are correct (windows/apache) since a user that created a ticket via the web does receive a confirmation. Apart from that support checked it.

Obviously 'Enable New Issue Autoresponder?' is set to 'yes'.

What can should I check to see what causes this issue?

Thanks,

Marcel

[richm]

Hi Marcel,

Did you get this sorted out?

I'm seeing this in my (3.10.2) install also (portal generated tickets get autoresponder, email generated tickets don't)

Thanks,

Rich

[richm]

In my case, I think this was the "Dont Send Autoresponder Message" setting catching me testing...

I'm going to turn it back to yes and wait the 600 seconds and try another ticket.

Rich

[IT2Be]

I wish!

Kayako support sent some emails our Support system but feedback has yet to arrive. If anybody from Kayako, reading this post, wants to deal with this it would be great. Ticket ID = KPB-595025

[Jamie Edwards]

Originally Posted by IT2Be

I wish!

Kayako support sent some emails our Support system but feedback has yet to arrive. If anybody from Kayako, reading this post, wants to deal with this it would be great. Ticket ID = KPB-595025

Hi there,

A developer and technician are at work on your ticket - this one must have slipped through the net. I am sorry for the delay.

[richm]

Confirmed. It was the flood protection catching me. Waiting for the time to expire and sending another ticket via email gets the autoresponder as it should.

Rich

[IT2Be]

Hi Jamie,

Thanks for looking into this.

I have received a response stating that user rights caused the issue.
However, as far as I know user rights are ok.
Apart from the fact that I have no issues anywhere else and that the folders that should be writable are written in.
Also emails are sent when a ticket is added from the webpages and staff is able to send emails.

I did find something else though. Every time I send an email to the support system the following entry is added to the php error log:

[23-Aug-2007 23:16:45] PHP Fatal error: Allowed memory size of 8388608 bytes exhausted (tried to allocate 2880 bytes) in C:\*\*\*\support\includes\functions_mail.php on line 18

I have raised the memory_limit from 16M -> 32M -> 64M -> 128M but the memory issue remains to be the same so I guess it is a setting in the files.