[Stephen@EhOS]

Good Day,

We have found a bug or maybe a miss configuration on our part where when a client sends back in a reply message to a ticket that is “OPEN” and has been “ANSWERED”, we (the technician assigned to the ticket) don’t always receive an e-mail in our inbox notifying us with a “New Message Alert” on the ticket.  We ALWAYS receive a “New Ticket Alert” e-mail to our inboxes when a new ticket is opened, however it is hit and miss on receiving the “NEW Message Alert” e-mails.  Sometimes the assigned technician will get one and sometimes they wont.

We have tested this with many different technicians and checked all the settings we could think of but cannot seem to find a common issue / cause to this problem, nor how we can fix it / get the “New Message Alert” e-mails to become more consistent.

The “New Message Alert” settings seem to be correct (screenshot below) and the technicians having this issue do get these alerts some of the time (and always get the New Ticket Alert regardless) so I am at a bit of a loss as to what might be going on.

Thoughts?

[Stephen@EhOS]

[Stephen@EhOS]

[Stephen@EhOS]

Here is one ticket that this issue happened on.  Our Team Member (Jonah) did not receive any e-mail when the client “Saleh” responded to the ticket.  I did a message trace in Microsoft Exchange and could not find any e-mails sent by the system for this ticket.  There is also no error log for this in the OSTicket system (Admin Center –> Dashboard –> System Logs)

[Stephen@EhOS]