AnnoStephen Posted July 9, 2013 Share Posted July 9, 2013 After upgrading from ver. 5.1.x to 5.2.3, we are no longer receiving email notifications when NEW tickets are created. Notifications are still sent to the assigned agent when there are ticket updates. So that works fine, just no notifications for NEW tickets. I suspect this has to do with the updated logic for ticket notifications in version 5.2.4 (http://docs.whmcs.com/Changelog:WHMCS_V5.2). The new behaviour is problematic for us -- we manage tickets via email only. Is there any way around this, or am I just missing something obvious? Thanks, Stephen 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 10, 2013 WHMCS Support Manager Share Posted July 10, 2013 Hi, Please ensure the Support Ticket Notification email template is not disabled under Setup > Email Templates Ensure the Email Notification option is enabled under Setup > Staff Management > Admin Users > Edit. Finally, make sure the administrator role is set to receive support emails under Setup > Staff Management > Admin Roles > Edit. If that's all correct already, please review Utilities > Logs > Activity Log at the time of a ticket being opened for any errors occurring. 0 Quote Link to comment Share on other sites More sharing options...
AnnoStephen Posted July 10, 2013 Author Share Posted July 10, 2013 Thanks for the detailed response John. The settings are all as you suggested and the Activity Log does show errors. (I should have know to check the log first!!) It now seems like all admin ticket notifications are failing: new tickets as well as when customers respond. (I was wrong about it being new tickets only.) The error message in the Activity Log typically reads as follows: Admin Email Notification Sending Failed - The following From address failed: support@ourdomain.com: Called Mail() without being connected (Subject: [Ticket ID: 123456] Reply: Subject of the ticket) Our replies to tickets are emailed to customers just fine; no errors there. Any suggestions? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 11, 2013 WHMCS Support Manager Share Posted July 11, 2013 Hi, I assume you're using the phpMail() option under Setup > General Settings > Mail tab? If you switch to the SMTP option and fill in the SMTP fields beneath, does the error still occur? 0 Quote Link to comment Share on other sites More sharing options...
AnnoStephen Posted July 11, 2013 Author Share Posted July 11, 2013 Thanks John. The exact opposite actually works! I previously had the SMTP option selected to send through an email account on localhost. I have now set to phpMail() and all works. I am baffled why the SMTP option would create any problems; the login was most definately correct. It is also strange why emails to clients could still send; as far as I know it was only the admin ticket notices that failed. Is WHMCS perhaps using different email sending mechanisms for different tasks? 0 Quote Link to comment Share on other sites More sharing options...
mysmallbizu Posted July 13, 2013 Share Posted July 13, 2013 I'm in the same boat no emails being sent via smtp. I changed to phpmailer which does work BUT I want the smtp option working.... 0 Quote Link to comment Share on other sites More sharing options...
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