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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Sending alert to client on ticket creation


My system sends an alert to the Admin and department manager when creating a new ticket, however the client doesn't receive one.
So far

On Autorespnder

New Ticket:Enable Disable   
New Ticket by staff:Enable Disable
New Message:Enable Disable
Overlimit notice:Enable Disable   

I have enable Email pooling

Email Polling: Enable POP/IMAP polling       Poll on auto-cron

I believe my SMTP settings are fine as I can send emails to any domains (hotmail, mydomain, etc)

I have been trying for a while but I have no other solution to try.

I looked at these threads with no luck,  I want the client to receive and auto email saying your ticket is under process.



  • We would love to try to help you, but you have not provided us with the information we would need to be able to do so.  So please help us to help you by reading and following this thread: Please read before requesting assistance.  Thank you.
  • Thanks for the reply, the following is the info I have though I'm not receiving any errors. When I var_dump $recipients inside mail.php the client email is not present. Therefore I'm assuming it's not even attempting to send a notification/alert to the client. Which is what I would like to do

    osTicket Version: v1.8.1
    Server Software: Microsoft-IIS/7.5
    PHP Version: 5.3.24
    MySQL Version: 5.6.15

    All my PHP extensions are enabled including imap, gdilb, xml, json, etc

    I use an SMTP with no Authentication. I can send outgoing emails to any domain from this email (tested via OSticket)

    Please let me know if you need anything else. 


  • I believe that 1.8.1 had a bug which prevented the new ticket alerts from being sent properly.  You should upgrade to which fixed the bug.
  • Thanks for the help, I just made a fresh installation of 1.8.2 and it works perfectly.

  • You installed 1.8.2?  You do realize that its in DPR (Developer Preview Release) aka alpha status right now right?  You might want to use instead.
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