No emails to users

[iggy]

Background: OSTICKET 1.6.rc3 running on Ubuntu 7.10 LAMP server, using POP3 email method (mailboxes are on Exchange 2003)

Problem: Fetch of emails from exchange mailbox is working but email back to users when a ticket is opened does not.

Did I miss something in the setup...Is a component missing that gives me the ability to send emails...Any ideas?

[4ice]

Did you enable all alerts etc. in the Admin Panel (ie. Autoresponse includes the ticket ID required to check status of the ticket)

[iggy]

yes...all have been enabled.

[iggy]

Does the Ubuntu server need something like sendmail or postfix to send the emails outbound?

[peter]

Yes. osTicket uses native php mail function. Check php.ini mail section for the settings.

[iggy]

I see

;sendmail_path =

in php.ini

I'll have to readup on this an see what to do...but it looks like I need to install sendmail and configure it for a smarthost (exchange 2003) and then uncomment the above line in php.ini and add the sendmail path.

Any builds on this?

[larry_rma82]

In my install of 1.6 RC3 on my office iMac, I also have the problem of users not getting email when they create a new ticket. I do have the new ticket autoresponder enabled.

However, when a staff member is assigned a ticket to reply to, that staff member does get an email. So my ability to send email is working.

[iggy]

OK postfix is installed and I can manually sent myself am email trough it to my exchange mailbox.
When the OSTICKET system tries to sent the mail I get fatal: the postfix command is reserved for the superuser in mail.log

php.ini

/usr/sbin/postfix -t -i

being Ubuntu does a SUDO command need to be inserted somewhere?

[hamper19]

I have a similar issue. I'm running rc3 on Windows 2003 server R2. I have an email account on my exchange box just for this purpose.

WHen I email it, the program does everything fine and logs the ticket etc, but doesn't send out any responses. Everything is enabled in the admin panel.

Any thoughts from the windows side? I know the previous person was using Ubuntu, which I actually plan on using for production.

Thanks,

Kris

[Zoidberg]

At least the New Message Alert to Staff Issue could be fixed. See this thread (http://www.osticket.com/forums/showthread.php?t=330)

[iggy]

Found the issue...Postfix requires superuser access but you can use the sendmail command in php.ini with postfix installed

php.ini

/usr/sbin/sendmail -t -i

You also need to make sure the IP of your Linux server is allowed to relay through your exchange server.

[snypher]

Hello iggy,

I have the same problem. I have the same platform that you use:

OsTicket 1.6.rc3
Ubuntu 7.04

I want to use my SMTP server (SMTP server of my work) to send the mails to users when the open a ticket. I do not have administration access to this server because that is outsourced.

Did you have to do some configuration to postfix in the web server when OsTicket run?

Thanks for any answer...

[snypher]

what can i do if my SMTP server is outsourced?

what can i do if i haven't administrative access to the mail server and i can't create a relay rule in this server?

what can i do if my SMTP server is remote and request authentication but osTicket don't provide authentication to this?

what can i do if osTicket use php mail function but this one not support authentication?

[mattshields]

Here's how I fixed it:

At the bottom of the class.misc.php file, there's a function called sendmail().

I just commented out the entire contents of the function and used my PEAR mailer. Works great. Here's the new and improved function:

function sendmail($to, $subject, $message, $fromaddress,$fromname='', $xheaders = '') {
// === begin matt's mail ===
require_once "Mail.php";

$from = "Customer Support <support@mydomain.com>";
$to = preg_replace("/(\r\n|\r|\n)/s",'', trim($to));
$subject = preg_replace("/(\r\n|\r|\n)/s",'', trim($subject));
$body = preg_replace("/(\r\n|\r)/s", "\n", trim($message));

$host = "mail.mydomain.com";
$username = "mshields@mydomain.com";
$password = "mypassword";

$headers = array ('From' => $from,
'To' => $to,
'Subject' => $subject);

$smtp = Mail::factory('smtp',
array ('host' => $host,
'auth' => true,
'username' => $username,
'password' => $password));

$mail = $smtp->send($to, $headers, $body);

// === end matt's mail ====
}