email alerts for updated tickets

streamnetworks

Does anyone know a mod to allow updates to tickets by customers to then

send an alert through to our support department so we know when a customer has responded.

currently the system only emails us new ticket alerts and only updates the customer by email on responses and not the support department.

Thanks

xrat

I don't understand. Did you check the "Settings" page (at its bottom) and the settings for the Departments?

PRedmond

Yep - sounds like you forgot to tick a box somewhere.

streamnetworks

Thanks - think I have spotted an email issue.

streamnetworks

I am completely baffled here. Thought I had found the issue but still not working

All I want is that if a customer replys to a ticket that we in the support department get an alert telling us that they have responded so we can act on it.

This is the pipe.php code anything wrong here?

!/usr/bin/php -q

<?php

/*********************************************************************

pipe.php

Converts piped emails to ticket. Both local and remote!

Peter Rotich <peter@osticket.com>

http://www.osticket.com

Released under the GNU General Public License WITHOUT ANY WARRANTY.

See LICENSE.TXT for details.

vim: expandtab sw=4 ts=4 sts=4:

$Id: $

**********************************************************************/

<USERMENTION username="chdir">@chdir</USERMENTION>(realpath(dirname(__FILE__)).'/'); //Change dir.

ini_set('memory_limit', '256M'); //The concern here is having enough mem for emails with attachments.

require('api.inc.php');

require_once(INCLUDE_DIR.'class.mailparse.php');

require_once(INCLUDE_DIR.'class.email.php');

//Make sure piping is enabled!

if(!$cfg->enableEmailPiping())

api_exit(EX_UNAVAILABLE,'Email piping not enabled - check MTA settings.');

//Get the input

$data=isset($_SERVER)?file_get_contents('php://input')('php://stdin');

if(empty($data)){

api_exit(EX_NOINPUT,'No data');

}//Parse the email.
$parser= new Mail_Parse($data);
if(!$parser->decode()){ //Decode...returns false on decoding errors
    api_exit(EX_DATAERR,'Email parse failed \n\n".$data);    
}//Check from address. make sure it is not a banned address.
$fromlist = $parser->getFromAddressList();
//Check for parsing errors on FROM address.
if(!$fromlist || PEAR:($fromlist)){
    api_exit(EX_DATAERR,'Invalid FROM address \n\n".$data);
}$from=$fromlist; //Default.
foreach($fromlist as $fromobj){
    if(!Validator:($fromobj->mailbox.'@'.$fromobj->host))
        continue;
    $from=$fromobj;
    break;
}//TO Address to figure out the email associated with the message.
$tolist = $parser->getToAddressList();
foreach ($tolist as $toaddr){
    if(($emailId=Email:($toaddr->mailbox.'@'.$toaddr->host))){
        //We've found target email.
        break;
    }
}if(!$emailId && ($cclist=$parser->getCcAddressList())) {
    foreach ($cclist as $ccaddr){
        if(($emailId=Email:($ccaddr->mailbox.'@'.$ccaddr->host))){
            break;
        }
    }
}//TODO: Options to reject emails without a matching To address in db? May be it was Bcc? Current Policy: If you pipe, we accept policy
require_once(INCLUDE_DIR.'class.ticket.php'); //We now need this bad boy!
$var=array();
$deptId=0;
$name=trim($from->personal,'"');
if($from->comment && $from->comment)
    $name.=' ('.$from->comment.')';
$subj=utf8_encode($parser->getSubject());
if(!($body=Format:($parser->getBody())) && $subj)
    $body=$subj;
$var=$parser->getMessageId();
$var=$from->mailbox.'@'.$from->host;
$var=$name?utf8_encode($name):$var;
$var=$emailId?$emailId:$cfg->getDefaultEmailId();
$var=$subj?$subj:'';
$var=utf8_encode(Format:($body));
$var=$parser->getHeader();
$var=$cfg->useEmailPriority()?$parser->getPriority();
$ticket=null;
if(ereg ("{1,10}",$var,$regs)) {
    $extid=trim(preg_replace("/", "", $regs));
    $ticket= new Ticket(Ticket:($extid));
    //Allow mismatched emails?? For now hell NO.
    if(!is_object($ticket) || strcasecmp($ticket->getEmail(),$var))
        $ticket=null;
}        
$errors=array();
$msgid=0;
if(!$ticket){ //New tickets...
    $ticket=Ticket:($var,$errors,'email');
    if(!is_object($ticket) || $errors){
        api_exit(EX_DATAERR,'Ticket create Failed '.implode("\n",$errors)."\n\n");
    }
    $msgid=$ticket->getLastMsgId();
}else{
    $message=$var;
    //Strip quoted reply...TODO: figure out how mail clients do it without special tag..
    if($cfg->stripQuotedReply() && ($tag=$cfg->getReplySeparator()) && strpos($var,$tag))
        list($message)=split($tag,$var);
    //post message....postMessage does the cleanup.
    if(!($msgid=$ticket->postMessage($message,'Email',$var,$var))) {
        api_exit(EX_DATAERR,"Unable to post message \n\n $message\n");
    }
}//Ticket created...save attachments if enabled.
$struct=$parser->getStruct();       
if($struct && $struct->parts && $cfg->allowEmailAttachments()) {                   
    for($i = 0; $i < count($struct->parts); $i++) {
        $part=$struct->parts;
        if($part->disposition 
                && (!strcasecmp($part->disposition,'attachment') || !strcasecmp($part->disposition,'inline') || !strcasecmp($part->ctype_primary,'image'))){
            $filename=$part->d_parameters;
            if($filename && $cfg->canUploadFileType($filename)) {
                $ticket->saveAttachment($filename,$part->body,$msgid,'M');
            }
        }
    }
}//print_r($var);
api_exit(EX_SUCCESS);
?>

ozkr

Check the settings page. there is an option that make what you´re trying to do.

PRedmond

Go to the admin panel

So to the settings tab

Go all the way to the bottom

The 4th row from the bottom is labelled "New Message Alert".

Click the enabled option.

Check the assigned staff box.

Optionally, check the Department Manager box.

Click Save Changes.

It should now work. If you have modified any code, it may not work. Un-edit the code, and see if it works. If not, there is a problem.

ihstiv

I'm having a similar problem.

I reverted back to the basic installation , and do have all of the settings configured properly as indicated above.

Here is the issue:

when a new message is posted to the ticket, the client, and the admin get email notifications, but the assigned staff (who is also dept. manager) does not.

Any ideas?

Thanks!

ihstiv

I have tested all methods of replying to a ticket: staff, client, admin - and confirmed the following:

staff get's email's for updates from all except the following:

when an admin posts a 'message' to the ticket (not internal note).

the assigned staff does not receive an email alert in this case.

can anyone let me know where I should look to fix this in the code?

Thanks in advance for any help.

ihstiv

still having trouble with this - anyone have ideas? thanks.

scootcarrouf

I actualy have the same problem on my osticket. Did you find a solution?

ihstiv

Nope - still no staff email for 'external' notes..

robayer

Same problem here

Just want to get notified on a thread update. Good luck.

robayer

Quick question to all on thread

Have any of you added a new custom field to osTickets? I have and noticed a problem with e-mailing on new tickets (solved) but was wondering if this may be related.