Oauth2 email going into wrong department: Page 2

Oauth2 email going into wrong department

KevinTheJedi

No, not unless the department for the email changed or something.

Cheers.

bcombs18

KevinTheJedi I managed to figure out what was happening. Email aliases weren't being matched to the emails we have configured in our osTicket instance so they were getting sent to the default department. The solution was actually what pcjkollmorgen mentioned earlier in this thread about adding another email for the aliases and only configuring the department setting.

I know this was supposed to be fixed from the patch mentioned in this thread, and also in the 1.17.3 release, but it appears this is still an issue in our instance of osTicket.

Thanks!

KevinTheJedi

bcombs18

I’ll have to check and see.

Cheers.

matit

I have this exact issue, also running 1.17.3 with a handful of emails directed to their own queue. I updated from 1.15.8 straight to 1.17.3 and oauth last week, the issue was driving me crazy as some emails were directed to the right department but not all.

It being because of the alias now makes sense why I didn't pick up on it before was because the only other email with an alias is itsupport@ which is also the system default so never knew the alias for this was actually just hitting the default department.

I have just added the alias for this 'rouge' department, lets see what happens..

I have just seen there is a new update, so will need to install that this week!

thanks all

osferacc

We have a problem when someone sends an email with a department email BCCed. This opens the ticket in the default department. Is it possible to change that? We need the department email to be in the correct department regardless of where the email is set in - To/CC/BCC? Maybe that is the problem others have too...

KevinTheJedi

osferacc

When processing the mail the BCC should get parsed and added as the emailId var if it's not already set.

https://github.com/osTicket/osTicket/blob/develop/include/class.mailparse.php#L665-L673

Then we use the emailId var in the Ticket::create() method to lookup the email and if a valid system email we select the department from that email.

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L4285-L4302

Cheers.

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