Have you checked these first?
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osTicket v1.17 // osTicket-1.17-Awesome-102
PHP 8.0.24 // MySQL 10.3.36 // LiteSpeed web server
Basically, I am unable to receive end user email notification of email replies. But when an user uses the portal we are able to get New message alert
More Details:
Update: This is a confirmed bug by others, not related to OSTicketAwesome.
https://forum.osticket.com/d/101854-new-message-alert-is-not-sent-after-upgrading-to-117x/6
Thanks for the update, Randy.
Sounds super frustrating.
I hope Kevin comes up with a solution for you soon.
.
1.17.1 fixed the issue.
Awesome. Thanks for the update.