CC Addresses Not Always Converted to Collaborators in osTicket

Argentorate

Hi,

The system doesn't always seem to consistently add CC addresses as collaborators.
I'm unable to replicate the issue as it appears to happen randomly.
To illustrate, here's an example with a ticket where collaborators are not visible:

However, when I click on "View Email Recipients" in the thread, I can clearly see the people in CC.

I've checked my settings, and I've properly enabled the "Accept All Emails" option.

Have you ever encountered this issue? Are there specific logs I should check?
Here are the details of my server:

Thanks in advance,

KevinTheJedi

Argentorate

Are those agents?

Cheers.

Argentorate

KevinTheJedi

Hello,
No, they are not agents.
One of the individuals is a member of our company and has no access to osTicket.
The other is a completely external person to our company.

Thanks,

KevinTheJedi

Argentorate

Who sent the email, a known/existing user?

You can also try debugging here to see:

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3143-L3183

Cheers.

Argentorate

KevinTheJedi

After checking, it appears that the tickets in question initially come from unknown users. I've investigated the case of an affected individual, and it seems that all the tickets they create have this issue of losing collaborators.

Best,

KevinTheJedi

Argentorate

You can debug in the method I linked above to see where it's losing them.

Cheers.

Argentorate

KevinTheJedi
Thank you very much, I tried changing the line 3152:
'isactive' => ($message->getUserId() == $ticket->getUserId())? 1: 0);
To this:
'isactive' => 1);

It doesn't seem to make a difference. I'm not an expert. Is it possible for you to provide the line to modify/add?

Thanks a lot for your help,

KevinTheJedi

Argentorate

No, as there are many lines. You should add debug statements at specific points to see which one is not being hit. If all are being hit then you need to debug the actual content to see what's happening.

For example, is it even going in this if statement?

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3144-L3148

Or this one?

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3159

Or this one?

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3160

Or this one?

https://github.com/osTicket/osTicket/blob/develop/include/class.ticket.php#L3162

Cheers.

Argentorate

KevinTheJedi
KevinTheJedi

Hello, thanks a lot for your help.
I have identified the root cause of the issue and how to "fix" it (or at least work around it).

The email address of my collector has aliases.

Here are the tests I conducted:

When an email is sent by an unknown user to the collector's alias, collaborators are not added to the ticket.
When an email is sent by an unknown user to the original address, collaborators are properly added to the ticket.
When an email is sent by a user within my domain to the collector's alias, collaborators are properly added to the ticket.

Naively, I attempted to add a second collector with the alias of my main address, as shown in the screenshot below:

I only filled in the "email address" and "email name" fields. I did not fill in the "Remote Mailbox" and "Outgoing (SMTP)" tabs.

By doing this, when an email is sent by an unknown user to the alias of the collector, collaborators are properly added to the ticket!

I'm not sure if I've been clear, but I hope this information can assist some individuals.

Thank you again, Kevin, for your assistance.