Emails scheduled for delivery never send

Are the clients or tech inactive/disabled? Look in the history section of the ticket itself for any trace of communication 

Thanks for the reply. No, these are going to Techs only and they are all active accounts.

The history section of the ticket always shows, "New-Ticket E-Mail scheduled for delivery to..." but then it never follows through and delivers.

I bumped the the email connection timeout from the default 30 seconds to 60 seconds, but that did not solve the issue.

I bumped the recipient threshold from the default 5 to 7 and that works until or unless there's more than 7 recipients, at which point it schedules but never sends.

So it seems that if the ticket has recipients above the threshold it just doesn't send.

We haven't made any changes to our config for quite some time, so not sure what's causing this. We are using Gmail for outbound SMTP, so it's possible a change on their end is causing this.

Have you a local smtp server you can use to test out going emails ? Can clients receive email updates from a ticket?

All emails send unless the number of recipients is over the recipient threshold, in which case they're scheduled to send, but the scheduled send never triggers.

I may have some options for alternate SMTP servers to test with, but this seems more like a WHD issue with a send trigger. Will follow up.

Try setting the recipient threshold to 0

I tend to use mailing lists on the mail server for groups of people rather than listing them out in an alert.    That way if someone needs to be added or leaves, you can simply edit the mailing list rather than potentially multiple alerts.    Also makes it easier for someone to add/delete people without having to give them access in SW.   Overall a much better way of handling multiple recipients.  I know it doesn't address your issue directly, but thought it might help.

What's the expected result of that? My assumption is that it would schedule messages for any number of recipients and therefore not mail at all since the scheduled messages are not being sent.

It would email straight away during the ticket save process, without queuing or waiting for them to be scheduled. This is the setting I've been using for over 10 years. BTW What version of WHD are you using?

Thanks for the clarification on that.

We're on version 12.5 and this has never been an issue until it started a few weeks ago for some unknown reason. We've been using WHD with the threshold set to 5 for at least 9 years with no issues sending.

Did you try a local SMTP server?