Question: New Message Alert - Emails not sending

[Zoidberg]

Hi,

Problem: Last Respondents & Assigned Staff do NOT receive New Message Alerts.

Emails are set up correctly and are working for New Ticket Alerts, yet not for New Message Alerts.

This is the Setup:
----------------
New Ticket Alert: Enabled
Recipients: Department Members (spammy)

New Message Alert: Enabled
Recipients: Last Respondent, Assigned Staff


Here's the process:
----------------

- User writes support Ticket
- - Department Members receive New Ticket Alert
- - - Department Members reply via OsTicket Online Interface
- - - - User receives Ticket Reply
- - - - - User replies via Email
- - - - - - Message is appended to the original Ticket
- - - - - - - not working: New Message Alert is sent to Last Respondent & Assigned Staff

Is there a fix for this available?
If not, which functions are involved in New Message Alert handling?

[primrose]

Do you have only Support Dept?? or you add another departments?

[Zoidberg]

no.

<strike>try changing include/class.ticket.php at (approximately) line 552 to</strike>


EDIT: piece of junk code *removed*, sorry guys

[peter]

Zoidberg,

You solution doesn't make any sense at all. It is wrong.

[Zoidberg]

darn, i see it now. just because it works doesn't mean it works correctly.
what would be the correct code?

Edit: Honestly, i have no idea. After hours working so and so, Peter's reply, i reverted that part of code back to original and i receive emails now. I don't know why.

[cch]

i have the same problem as u.
i double confirm the function part (include/class.ticket.php) //If enabled...send alert to staff (New Message Alert)
is same as mine, but still not working.
do anyone can help?

[cch]

just reverted to original code and problem solve for me.