helpdesk stage emails

Question

I've configured the stages in Helpdesk to send out emails.  I have one user where the tickets he creates does not send out emails, but when he closes the ticket, it does.  All of the other users works perfectly, just not for this one user on the new ticket emails.  I've looked at his user profile, employee record, groups, everything, but just am missing something.
Thanks for the help in advance.  This is Odoo 11 enterprise.
thanks,
Dave

David Ogles · Answer

Yes, when we create a new helpdesk ticket it is sending out the email to the customer and to the support team except when this one user creates a new ticket.  But this one user can close a ticket and it will send out the automated email.  Very wierd.  Everyone else is working fine, just this one user on sending new ticket email.
Since everyone else is working, I would think the catchall config and email configs are correct.  I've checked security and all looks ok.

Pinakin Nayi (pna) · Answer

Probably the issue with alias. Can you check alias, your catchall config, ,... Also can you give more info like tickets are creating automatic? And the user/responsible doesn't receive ticket creation mail ?

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