[resolved] CC From email not added as Collaborator

shaun.hines

For ticket submission I primarily use emails.A cool feature that has been added post 1.6 is the ability to have CC: addresses added as collaborators for tickets submitted via email.My current issue is that the CC field does not get processed when I submit an email ticket with CC populated.My email processing is as follows:email is piped --> pipe.phpI have two email filters that auto assign the tickets to a certain group depending on the email address To: field (I'm wondering if this is the cause of my issue)Ticket is created successfully and user/admins are notified, however people cc'ed are not added as collaborators.I did some digging through the database and found that the email headers are saved in the table ticket_email_info. I found the test email I sent and the header did in fact contain the CC field. However, when I view the ticket there are no collaborators added to it.Any ideas as to possible causes/solutions for this issue?Has anyone else experienced this behavior?

peter

Perhaps the piped email To address is not a system email?osTicket doesn't add collaborators if delivered to email address cannot be determined as a system email. This is necessary to avoid possible email loops when a piped system email is added as a collaborator.

shaun.hines

It's an email address in /etc/mail/aliases, using the pipe syntax:email@webserver.domain.com | full/path/pipe.phpWhat criteria have to be met for mail to be considered system email?

peter

I meant in Admin Panel > Emails.

shaun.hines

You may be onto something...The To: field has contains the email@subdomain.domain.com and the system email only had email@domain.com.I adjusted the admin email to be: email@subdomain.domain.comHowever, this did not fix the issue when I submitted another test email.

shaun.hines

Opps...I figured out my error, I tried adding myself as a collaborator using the agent panel and I got the verbose error of not being allowed to add myself as a collaborator because I'm a collaborator by default. Right after finishing my last message I sent another test email using my groups email address in the CC field and that email was added as a collab.So the solution to my issue was to make sure the email in Admin Panel > Emails was identical to the email address contained in the header of the email.For me the email address in the header is different from the email we send the tickets to because of a transfer between our main domain and subdomain. Our main domain email system (Exchange) has an alias pointing to our subdomain email system (Sendmail). The headers of the email are modified to contain email@subdomain.domain.com by the time they arrive locally on the web-server. Sorry for the long explanation, but I figured I should be as thorough as possible so if other people have this issue they can search easily for it.Thanks for pointing me in the right direction Peter! You can mark this as solved.

ntozier

Glad that you got things sorted out. :)Marking thread as resolved and closing thread.Please feel free to start a new thread if you have another question, comment, etc.