Email quit working: Page 5

Email quit working

modcar

We made a fix that addressed issues with the Auto-response email associated with departments, which seems to also affect the the new ticket alert. Can anyone verify if the patch on this pull request addresses this issue? https://github.com/osTicket/osTicket-1.8/pull/666, or the patch file https://github.com/osTicket/osTicket-1.8/pull/666.patch

Thanks @jared@osticket.com - fix works a treat!

alex_del

Hello,I apply the patch and it did not solve the issue I mentioned previously.Alerts are well sending to the Department manager but not to the Department members.Could you have a look?

mmanna

So for those of us that don't know anything about programming or github ... what do we do with the patch file to incorporate the fix?

modcar

Go to the first link, then the changes tab. Then click view, copy all the code, paste into Notepad, and save. Then upload to your osticket. Do that for the 3 files. Remember to take a backup just incase

mmanna

Thanks, I was able to do that, and confirmed that it works, mostly. The technicians are now receiving their new ticket alerts, and the customer is receiving their new ticket acknowledgement, however, the customer is also receiving a delivery failure (even though the ticket is opened and otherwise seems to be working):

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed:

pipe to |/usr/bin/php -q /home/XXXXXX/public_html/tms/api/pipe.php

generated by help@xyzdomain.com

The following text was generated during the delivery attempt:

------ pipe to |/usr/bin/php -q /home/XXXXXX/public_html/tms/api/pipe.php

generated by help@xyzdomain.com ------

Warning: Invalid argument supplied for foreach() in /home/XXXXXX/public_html/tms/include/class.mailparse.php on line 98

mmanna

I decided to move forward with reckless abandon and try something ... I backed up my class.mailparse.php file and replaced it with the contents of the one at https://github.com/clonemeagain/osTicket-1.8/blob/master/include/class.mailparse.php Not sure if I should have done that, but it seems good. I'll trust one of you to let me know if that may have been a mistake :) Thanks!

mmanna

I realized that my previous post pulled from a different place (clonemeagain) and maybe I shouldn't have. I copied the one from the official https://github.com/osTicket/osTicket-1.8/blob/develop/include/class.mailparse.php and the problem returned (although the error now references line 97 instead of 98). I also noted that this line has to do with the tnef_decoder and I went back a couple pages and saw that was one of the files that I had previously noticed was owned by root instead of by my user account and had changed accordingly. I have since changed it back to root ownership and it made no difference, so i set it back to my user account again.

mmanna

Ok, I have commented out the following lines of class.mailparse.php (starting at 97) for now, and it seems to be working fine. I guess the error is somewhere in here./* // Look for application/tnef attachment and process it foreach ($this->struct->parts as $i=>$part) { if (!$part->parts && $part->ctype_primary == 'application' && $part->ctype_secondary == 'ms-tnef') { try { $tnef = new TnefStreamParser($part->body); $this->tnef = $tnef->getMessage(); // No longer considered an attachment unset($this->struct->parts); } catch (TnefException $ex) { // TNEF will remain an attachment $this->notes = 'TNEF parsing exception: ' .$ex->getMessage(); } } }*/

sphen

patch seems to have worked for me...

jared@osticket.com

@[deleted] I think you are suffering from a different problem, where the 1.8.1 release was made without disabling error output. The warning message is class.mailparse.php is a bug, but is also harmless with respect to processing email. The reason the emails are rejected is because of the warning output. If you download and use 1.8.1.1 from the osticket.com site, you should be able to support TNEF emails without bouncing.Alternatively, you could disable error_reporting in bootstrap.php

peter

Hi everyone - the email issue on new tickets is a bug. Apply the patch here or simply select auto-response email to use in department settings page - instead of "Department Email (above)".

Elmit

peter's solution worked for me simply select auto-response email to use in department settings page - instead of "Department Email (above)".Now new tickets are send to the admin and to the user.THANKS!

Elmit

I thought it is solved, but there is still some problem.My name is Ronald Wiplinger, I am the admin of that system and only staff, ... I created a Ticket with the NAME: Tester Testerand the System greets me with Ronald Wiplinger, instead of Tester TesterThe email to the admin of that department (me) was:Admin, New ticket #136274 created. ------------------- Name: Ronald Wiplinger Email: ronald@elmit.com Dept: Jobs and Carreers VA in Manila ------------------- To view/respond to the ticket, please login to the support ticket system. - Your friendly Customer Support System - powered by osTicket.No name I inserted into the form.

BerriePelser

I have the same problem with the online version :( I get mailer demons instead in the ticket system

jared@osticket.com

In osTicket, a user is identified by email address. One user cannot have two names. In other words, if "Ronald" is already in the system, you cannot expect to create another user account for Ronald's email address with a different name. You'll need to view one of Ronald's tickets and edit Ronald's information if you intend on changing his name to "Tester Tester"Cheers,

Elmit

you are right! I used a new email address, which was never in the system, and got the correct name.

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