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    Solved No email when creating ticket via WEB

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    • P
      piotrekzielony last edited by

      Hi everyone

      I have opensource version installed via docker on my system.

      When I'm sending an email to test@<domain>.com - I got an email response that a ticket has been created, also I'm getting email when agent replies to ticket.
      That works great but when I'm creating ticket via web https://<domain>.com/en/customer/create-ticket/ customer don't get any emails about ticket creation nor agent's replies.

      I've checked workflow too and added the condition "source is equal to email" OR ""source is equal to Website"in predefined "Ticket Created"
      38d1448b-92ce-4dd7-9153-474297dc3c66-image.png

      Is it expected? or what should i tweak to get emails working when creating ticket via web interface?

      peopleinside 1 Reply Last reply Reply Quote 0
      • peopleinside
        peopleinside community specialist mod admin @piotrekzielony last edited by

        @piotrekzielony the latest UVdesk version is 1.0.18 in any case I'm unable to reproduce the issue you are reporting.

        UVdesk passionate | Community moderator | External consultant

        If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
        You can always get in touch also with the UVdesk team
        https://support.uvdesk.com/en/

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        • peopleinside
          peopleinside community specialist mod admin @piotrekzielony last edited by

          @piotrekzielony thank you for your post question and welcome in the UVdesk community.

          Looks strange to me you get all email if the ticket is created by email and no email if the ticket is created from the web interface.

          Can you check if in the footer operator Dashboard you can see the UVdesk version that should be the 1.0.18? also what version of PHP are you using?

          Let's wait a developer reply here. I don't know if the email notification issue is because the ticket has maybe not assigned to a team. Your workflow seems assign the ticket only when the operator reply to the ticket.

          UVdesk passionate | Community moderator | External consultant

          If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
          You can always get in touch also with the UVdesk team
          https://support.uvdesk.com/en/

          P 1 Reply Last reply Reply Quote 0
          • P
            piotrekzielony @peopleinside last edited by

            @peopleinside

            Thank you for fast reply

            PHP is 7.4.13
            i don't see uvdesk version anywhere. I've got it from this docker image:
            https://hub.docker.com/r/dietermartens/uvdesk
            i'm suspecting this is 10.0.12 (by looking at "changelog" latest is 10.0.12)

            I should update this to a newer version I guess?

            peopleinside 1 Reply Last reply Reply Quote 0
            • peopleinside
              peopleinside community specialist mod admin @piotrekzielony last edited by

              @piotrekzielony I don't know if the docker version is old.
              If you are running the latest V 1.0.18 this is printed in the Dashboard footer.

              V 1.0.18 can have issues with PHP 7.4 that will be deprecated so if you update you may need PHP 8.0 or PHP 8.1 if you will face issues using it on PHP 7.4

              UVdesk passionate | Community moderator | External consultant

              If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
              You can always get in touch also with the UVdesk team
              https://support.uvdesk.com/en/

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              • Komal Sharma
                Komal Sharma UVdesk Staff last edited by

                @piotrekzielony
                We will check it and update you very soon.

                Which version of Uvdesk are you using?
                Please check it here (https://prnt.sc/EJqVvp5kDtWm) of your uvdesk version.

                Thanks

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                • P
                  piotrekzielony @Komal Sharma last edited by piotrekzielony

                  @komal-sharma

                  Thank you.

                  I don't have this footer at all. I'll be re-installing everything from your website.
                  This docker container seems like it's outdated and I think it is 10.0.12

                  I'll come back shortly if this has cured this problem

                  By the way - do you have an official docker image that I could pull from https://hub.docker.com
                  ?

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                  • P
                    piotrekzielony last edited by piotrekzielony

                    This is so weird - still the same. I've got email working when creating by email with replies, but not with form

                    I've got 10.0.17 right now.

                    Different machine, ubuntu 20.04, latest docker. PHP 8.0.16

                    i'm using nginx proxy manager. Would it interfere somehow with this? It creates ticket no problem in system. Just not getting emails when ticket created by web form

                    peopleinside 1 Reply Last reply Reply Quote 0
                    • peopleinside
                      peopleinside community specialist mod admin @piotrekzielony last edited by

                      @piotrekzielony the latest UVdesk version is 1.0.18 in any case I'm unable to reproduce the issue you are reporting.

                      UVdesk passionate | Community moderator | External consultant

                      If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                      You can always get in touch also with the UVdesk team
                      https://support.uvdesk.com/en/

                      P 1 Reply Last reply Reply Quote 0
                      • P
                        piotrekzielony @peopleinside last edited by

                        @peopleinside

                        Right. Got it now. For ever reason when timezone is not set correctly it doesn't send it. I've set it to Europe/London and it works!

                        Thank you for looking into this!

                        peopleinside 1 Reply Last reply Reply Quote 0
                        • Topic has been marked as solved  peopleinside peopleinside 
                        • peopleinside
                          peopleinside community specialist mod admin @piotrekzielony last edited by

                          @piotrekzielony thank you for the feedback

                          UVdesk passionate | Community moderator | External consultant

                          If you need help with the community you can visit https://helpdesk.peopleinside.it/it/blog/uv
                          You can always get in touch also with the UVdesk team
                          https://support.uvdesk.com/en/

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