Incoming mails in wrong department?

speiky

I think the emailfetcher has changed in the background.
We use osticket in our company over multiple departments (₇₀). Every department has it's own mailaddress with imap connector.

in the past (v 1.16) the emails are simply fetched to the configured department.

I think now in v1.17 osticket looks for the to and cc header, and decide out of this information which department belongs to the ticket. no matter wich is configured in the email settings itself. Is this correct?

We now have the problem:
all emails with no correct to and cc header (atm only spam :-D ) goes to the default department.
this department now cries because of to much spam, before it was only ₂-5 per department which was no problem.
any ways to change like before?

my idea is to create a filter which blocks all emails without our company domain in to/cc. But I'm scared to block maybe a important mail.

thanks for any suggestions

KevinTheJedi

speiky

Interesting, this was supposed to be fixed with this:

https://github.com/osTicket/osTicket/pull/6400

You can see from below that we lookup the email it came from and get the Department from there (if available); otherwise we default to System Default Department:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L4284

Here is where we set the defaults with the emailId on mail fetch:

https://github.com/protich/osTicket/blob/develop/include/class.mailfetch.php#L130

Cheers.

KevinTheJedi

speiky

So maybe in your case the intended Department isn't available for some reason or the Department was set somewhere before this.

Cheers.

JBAB

speiky

I can confirm that. Some user are unable to use the correct email address. So our helpdesk team moves the email into the right mailbox. When osTicket fetch it, it gets created as ticket within the default department instead of the department that is assigned to the email queue

speiky

KevinTheJedi
I checked the files class.ticket.php and class.mailfetch.php. These were uploaded correct, so the fix isn't working. Any other solution?

KevinTheJedi

speiky

Then you’ll have to do some debugging around the code I referenced above to see why it’s not using the default.

Cheers.

JBAB

KevinTheJedi

Any hint how to do that? I am not a php programmer. But i more then happy to insert the code and try it

KevinTheJedi

JBAB

Let me ask something to ensure I understand correctly. The email the user sent was sent to an address that is not a system email (so the To and Delivered-To in said email does not contain a system email) but then someone moves that email to an actual system email but instead of using that system email's Department setting (that the email was fetched from) it uses the system default? If I’m correct how is that person moving the email? Forwarding it?

Cheers.

JBAB

KevinTheJedi

Yep. Exactly like that.
The agents have the fetch mailbox that osTicket use configured within the mail client and simply move the mail to the inbox. Then it get fetched by osTicket. Worked without any problem prior 1.17.