Collaborator Replies Question

VoIPRoute

Hi Just noticed that when a client adds a collaborator via an email response, the person does get added and everything seems fine. But when that collaborator replies to anything in the ticket via email, it does get added to the ticket, but the user that opened the ticket never gets the replies.

Is this by design or have I messed up the configuration?

Thanks

KevinTheJedi

VoIPRoute

You have to make sure the New Message alert is enabled for Participants (Admin Panel > Settings > Tickets > Autoresponder > New Message > Participants).

Cheers.

VoIPRoute

@KevinTheJedi your support and quick responses always amaze me!!!

I thought that was the setting but I have it enabled yet its not actually sending the emails as expected.

KevinTheJedi

VoIPRoute

Is the User CC'ed on the Collaborator's message? If so the system will not send an alert to the User as they got the og email.

Cheers.

VoIPRoute

KevinTheJedi ok I have spent hours testing this using various GMail accounts and also private domain accounts. No matter how I actually create the ticket and include the collaborators I just can't get them to all properly communicate with everyone on the ticket. Even when I create the ticket in the system collaborators are added as CC's

Everyone gets responses created FROM inside the actual ticket
Everyone can respond TO the actual ticket
But responses sent from a collaborator or the ticket owner actual email are not received by each other

Am I not understanding something? How do I make this work so all messages are received by each other?

VoIPRoute

I have to take a good look at this before I respond. I am going to create a new test and then reply with my results

KevinTheJedi

VoIPRoute

Are there CC’s on the replies? Also, you can try debugging in the actual method:

https://github.com/osTicket/osTicket/blob/53339df0f5c5b0fcfc109600d62646a19c1db7e7/include/class.ticket.php#L3081

Cheers.

VoIPRoute

KevinTheJedi NO when the person is responding via email they are only responding to the OST "support" address not the other CC addresses. I thought that by responding to just the support ticket, the system would send the response to everyone on the ticket.

KevinTheJedi

VoIPRoute

It should but there are multiple factors at play. You can look at the method I posted above for more clarification. There are many different ways in which the auto responder can be disabled. By headers, by system settings, etc.

Cheers.

VoIPRoute

KevinTheJedi I downloaded the php file from my server setup but honestly this is above my skills I'm not really sure what to look for

KevinTheJedi

VoIPRoute

Ahh, I see. I meant you can add debug statements in that function and have it log some variables to see where it’s being disabled at.

Cheers.

VoIPRoute

KevinTheJedi Well I'm sure I could add the statements and upload the php file... that much I can do but I have no idea what debug statements to add. I also have an amazing hosting company with great support and I think they will assist me in needed.

KevinTheJedi

VoIPRoute

You can go here and add something like error_log("{$autorespond} | {$alerts}");. Then once you do a couple of tests you can check your PHP error logs to see what the results are. If either say false then you'd need to work your way backwards by moving that debug statement further and further up until you find where exactly it's being set to false.

Keep in mind though that $autorespond is defined and manipulated within this section only. So if that is false it'd be either during the initial definition or within one of the manipulations. Also, $alerts is passed in so if that is false then we need to look further back than that.

Cheers.

VoIPRoute

KevinTheJedi just letting you know I am still working on this Thanks