CC recipients are not being added as collaborators

ryangriggs

Hi, last week I just installed a new version of osTicket v1.18.1 (yes I know 1.18.2 is now out), on a new Digital Ocean droplet (Debian 12) and everything was working fine. I have a pipe set up to send emails going to tickets@[my domain] to the pipe.php file in /etc/aliases:
tickets: "|/usr/bin/php /home/osticket/www/api/pipe.php"

originally, if I replied to someone's email in my personal mailbox, and added a CC to tickets@[my domain], osticket would create the ticket and add the original sender as a collaborator.

However, for some reason it has stopped doing this now. I'm not sure what changed (I don't think I changed any settings that would affect this, and the Automatically Add Collaborators option is turned ON.
Also, strangely, in the ticket itself, if you click the 'down' arrow next to the ticket thread and choose "View email recipients" it shows the original person as a recipient, but collaborators is empty.

If anyone can help me figure out what I'm doing wrong, I'd be very grateful. The goal is to be able to forward messages from my personal mailbox directly tickets@ (or reply with the original sender and CC to tickets@) in order to automatically create a ticket and reply back to both me and the original sender with the ticket creation notification email.

ryangriggs

To add more info: if the original sender sends an email directly to tickets@[my domain] it correctly creates a ticket and replies back to the user, as well as adds them as a user on the ticket (not as a collaborator).

KevinTheJedi

ryangriggs

Post an example email's raw headers so I can see what you mean. And please try to paint a clearer picture here. Is the email you are sending from also an Agent email? If so that changes things a little.

Cheers.

ryangriggs

Hello, apologies for any confusion. I will try to describe the issue clearly:

I have a personal mailbox at my domain: myname@mydomain.com
Customers send me support requests to myname@mydomain.com
My email is set up as an agent in osTicket (myname@mydomain.com is an agent)
My osTicket automatic incoming email is tickets@mydomain.com
When I receive such request emails to myname@mydomain.com, I want to send them to my osTicket app by either replying or forwarding, so that the original sender will also be added as a collaborator on the ticket.
For example, if johndoe@externaldomain.com sent me a support request, I would Reply to this message, and add CC: tickets@mydomain.com.
In doing so, osTicket gets the message and creates a ticket, but it does not add johndoe@externaldomain.com as a collaborator on the ticket. Even so, johndoe is shown as an email recipient within the new ticket created (if you click the 'down arrow' next to the ticket text, then select "View Email Recipients", johndoe@ is displayed in this list).
osTicket replies to me (myname@mydomain.com) with a new ticket creation email, but does not reply to johndoe.
Using osTicket's email testing feature, I can enter johndoe@'s email and send a test message to johndoe successfully.
If I manually add johndoe as a collaborator, then he gets ticket notifications.
There are no errors in the osTicket log.
I have turned on the option Admin -> Email -> Settings -> Accept Email Collaborators.

Can you explain what you mean that if the email I am sending from is an agent email, then it changes things. How so, and what can I do about this? I would always be sending FROM myname@mydomain.com to the osTicket email box, and myname@mydomain.com is set up as an agent in osTicket.

Thank you for any advice.

KevinTheJedi

ryangriggs

Can you explain what you mean that if the email I am sending from is an agent email, then it changes things.

Sure, to clarify I meant using your Agent email as a CC. That’s what would change things as we have specific settings for that.

Since you are taking about a user email it should be okay. I’ll have to test the scenario as it doesn’t really make sense why it wouldn’t work just reading your post. It’ll be a while before I can get to this so stay tuned.

Cheers.

ryangriggs

KevinTheJedi What's weird is that it was working fine, and I only changed my smtp server settings, then later it was not working. But SMTP is working fine, and OSTicket can send out all messages OK. I don't think it correlated with me changing these settings but that's the only thing I've changed.

KevinTheJedi

ryangriggs

Hmmm, I just ran a test and the User was added as a CC. I followed the exact scenario:

Personal email same as my Agent email.
Completely separate address sent an email to my Agent email.
Using my Agent email I typed out an email and added the helpdesk address as a CC.
The Ticket was created and the original sender (the To in this case) was added as a CC.

So I'm not sure what's going on in your case. Maybe replace the code with a new download and see if that helps?

Cheers.

ryangriggs

FYI this didn't make any difference. I upgrade to the latest 1.18.2 and it still does not set up the other users as collaborators. This one issue is preventing me from adopting the OSTicket system for my helpdesk. It was working fine at the beginning then it just stopped! So annoying!

KevinTheJedi

ryangriggs

That is quite the odd predicament. At this point you'd need to debug the codebase to see what's going on. Again, I tested your flow and it's just fine for me. To proceed we need further information, debug information, related errors, etc. otherwise we'll be endlessly guessing.

Cheers.

ryangriggs

I'm going to try a completely new installation and see if that fixes the problem. Will post with updates afterward.