Possible Collaborators Bug - 1.8.1

jmalik

Hi,We upgraded our osTicket install to 1.8.1 this morning and are seeing issues with the new collaborators feature. We tested this by the following:User A sends issue in.Users B and C are added as collaboratorWhen User B responds to the issue via their mail client we get the following message:Dear User A,

just logged a message to a ticket in

which you participate.

User Z is a user that is not in the ticket chain at all! Not as a client or a collaborator. It seems to be something wrong with the query that returns poster.name used in the email template. It also seems to attempt an email to user z, which could be a customer from a completely different company or organization! If you use the osticket interface, then this problem does not occur, its only when responding to the ticket via email that it pulls in an unknown user.

Is anyone else seeing this issue?

ntozier

I have not experienced that... Or at least I don't think that I have. Which is to say I have not had anyone in either of our users bases report that they got an email from the ticket system that they were not supposed since we upgraded.

jmalik

Can you try this? Submit an issue to the ticketing system via a third party account (hotmail,gmail,etc). Assign your work email as a collaborator and then respond to the ticket via your work email mail client (not the osticket interface). See if the email you get has your name in the ""User Z" logged a message " email. I can reproduce this every time. Depending on the collaborator, the "user z" is always someone different so I believe its pulling an incorrect id from the database somewhere....

peter

We'll look into the issue. Thanks for the report.

peter

@[deleted] - is the name you get on the email notice associated with "User Z"? The system will use existing name if the user is already in the system.

jmalik

Hi Peter,Yes, when adding a collaborator we are using names already in the system, whose email matches the name properly. It is also correct in the ost_user_email table.Here is a more specific way to test:1. Submit email from external email address to osticket. Leave in default queue.2. Add two collaborators who already are in the database to the ticket via the web interface userA@test.com and UserB@test.com. Post a reply saying Adding User A and User B via the web interface. This reply will properly match the name in the email sent to the group of collaborators since you are using the web interface.3. Check the email of either usera@test.com or userb@test.com. Reply to the email generated from the reply in step 2. Make sure you use your mail client.4. An email will generate to all users and now you have a User Z in the message as listed in my post above. User Z will also now get an email about being part of the ticket even though this user has absolutely nothing to do with the ticket or organization.This is a MAJOR bug because you are now sending bug info to other customers....

ntozier

I've done some testing and am not seeing emails being sent to other users. What I am seeing is the names in emails being rendered incorrectly in the emails that are being sent.

font-family:"Tahoma","sans-serif"">From:

font-family:"Tahoma","sans-serif""> tickets@domain.tld

Sent: Tuesday, February 25, 2014 1 PM

To: Laurel Lefavor

Subject: Re: Laurel's PC

-- do not edit --

Dear

Laurel,

Janice just logged a message to a ticket in which

you participate.

The person who logged this message to the ticket was Pat . And when Laurel added a comment Pat got one saying that Kirby logged a message. Both Pat and Laurel are Collaborators on the ticket which was opened by someone else. Janice and Kirby are other clients in the system.

ntozier

I have confirmed in my mail server logs that no emails are being sent to the peoples names.

jmalik

I have confirmed that on our server, whoever is listed as Janice in your email actually does get an email. I know that because a customer unrelated ticket 12345 (example) sent us another email asking why they were getting an email about a ticket that had nothing to do with their organization.

jmalik

So is this being looked at or should I submit a bug report somewhere? This is the first time reporting an issue so Im not sure if I am following proper protocol.

ntozier

The project leader posted and said that they would look into it. You can also submit a bug at the github repo.https://github.com/osTicket/osTicket-1.8/tree/v1.8.1