Email ticket creation is sending a Read Receipt

sunshine-struggle

When an email is fetched to create a ticket, a read receipt is sent out to whoever requested the read receipt.
However, I would like to prevent read receipts from being sent.

I'm having trouble finding out which setting or file I need to tweak to stop this, but I think it may be a PHP file that calls the email fetch and I'm hoping I just need to add a flag to not send read receipts?

KevinTheJedi

sunshine-struggle

First off PHP 8.1 is not fully supported. You should downgrade to PHP 8.0 instead. Unless you want to risk potential issues.

Secondly, what read receipts are you talking about? Please provide screenshots as I do not know what you mean.

Cheers.

sunshine-struggle

KevinTheJedi
Whoopsie on PHP, I'll work on downgrading that when I do the osTicket upgrade next week.

When the cron job runs to turn an email into a ticket and move the email to a different folder, I think the process is marking the message as read and triggering a read receipt to be sent.

I was paranoid about osTicket sending email when I'm still testing so I have a mail flow rule to block any sent messages. Here's a screen shot of what is hitting that mail flow rule:

KevinTheJedi

sunshine-struggle

Okay so when mail is processed it is marked as read. You can modify the code to prevent this:

https://github.com/osTicket/osTicket/blob/develop/include/class.mailfetch.php#L957

I have never modified this setting so I am not aware of the implications this has and potential issues it might cause.

Cheers.

sunshine-struggle

In testing, commenting out that line appears to have worked.
I have also successfully tested another method that avoids modifying the code.

The other method I found was to suppress read receipts from IMAP connections on the email server for that specific email account with the following command:

set-casmailbox helpdesk@email.tld -ImapSuppressReadReceipt $true -ImapUseProtocolDefaults $false

I think I'll use the server method for now since I'm not yet sure what other issues modifying the code will have, nor do I know if that modification will persist through upgrades.

Thanks for your help, I really appreciate it.