Hello Dear osTicket community members,I have found that use reply-to email in the mail filters is not working.I found the following snap of code responsible for this functionality in the class.filter.php:        if ($this->useReplyToEmail() && $info) {            $changed = $info != $ticket                || ($info && $ticket != $info);            $ticket = $info;            if ($info)                $ticket = $info;            if ($changed)                throw new FilterDataChanged($ticket);        }$info; - this object looks like comes empty or with the same email as in $ticketIt prevents the email to be changed to reply-to email. Is there any way to fix this issue?System data:Version osTicket    v1.9.8.1 (4752178)Web Server    Apache/2.2.26 (CentOS)Version MySQL    5.6.25Version PHP    5.6.10

I'll check this tomorrow with our test system to find out if that is really a bug or not.

#krümel

Also if that may help - we use IMAP mail account to fetch emails from support mailbox.

I've checked headers in the mailbox before the system will fetch the email and reply-to header was in place.

Chefkeks, Is there any new on your testing?

I tested it meanwhile but hadn't found the time to respond yet.Works here like a charm and I tested it with several versions (1.9.8 -> 1.9.9-1).Maybe your filter is not set correctly or the email program/service you're sending the emails is not honoring the rfc and the email header does not include a proper reply-to tag to be matched.Attach a screenshot of my filter:blank

ticket-filter.PNG

Tried exactly the same settings and it does not work for me.May be you are right about the headers (I have DKIM signatures in it).Received: from mxfront9o.mail.yandex.net ()    by mxfront9o.mail.yandex.net with LMTP id RSBDPtr7    for <support@support.example.com>; Mon, 20 Jul 2015 14 +0300Received: from a6-68.smtp-out.eu-west-1.amazonses.com (a6-68.smtp-out.eu-west-1.amazonses.com )    by mxfront9o.mail.yandex.net (nwsmtp/Yandex) with ESMTPS id zClRN4AWzB-wH6OO7wp;    Mon, 20 Jul 2015 14 +0300    (using TLSv1 with cipher ECDHE-RSA-AES128-SHA (128/128 bits))    (Client certificate not present)X-Yandex-Front: mxfront9o.mail.yandex.netX-Yandex-TimeMark: 1437393497Authentication-Results: mxfront9o.mail.yandex.net; spf=pass (mxfront9o.mail.yandex.net: domain of eu-west-1.amazonses.com designates 54.240.6.68 as permitted sender) smtp.mail=0000014eab5426b0-cbc70fd5-1c2f-4baa-ae94-630535c5dea9-000000@eu-west-1.amazonses.com; dkim=pass header.i=@amazonses.comX-Yandex-Spam: 1DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/simple;    s=uku4taia5b5tsbglxyj6zym32efj7xqv; d=amazonses.com; t=1437393495;    h=Subject-To-Type-Transfer-Encoding-Version-ID-ID;    bh=/wLYVLt/Zsw2beQ6AMsk/tasxEhJHH0ysioW2KCxczY=;    b=eSGcJFXYI4j5g2H3fDIaUN3bN1xeJyHWML0Z66cYHBctROe9KzGcCOYiH2QXCYC+    i+2NaX0mxrnnLWSzuzHvAbrBa+xvyJS+OKCiL6B93klklBT4bJRiZZOovVIcRNBrpw4    dpwx7XQ0xap4l84Eg5VGmM81lfgeiLtbQUX2IQSI=DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/simple;    s=q2kvnf6wdn3cucoh6u6jhjwbdr2uacee; d=site.com; t=1437393495;    h=Subject-To-Type-Transfer-Encoding-Version-ID;    bh=/wLYVLt/Zsw2beQ6AMsk/tasxEhJHH0ysioW2KCxczY=;    b=iu3cF+x9CBlq3csCZMK8p9HejmFyWKUp42FSWdyEG02KX+Hoprr8hAYFgLrdtX7k    vZw5hO6tmNn1pBVQq5VCb68RKZCBlK+62q15MsiGhIB0GhrmXdWkQh6MNVnmXzI6LmY    zblvCL8tRc2yi/n6DWS9iywlO6kPjfZbk5kLbiEY=Subject: =?utf-8?Q?=D0=A1=D0=BE=D0=BE=D0=B1=D1=89=D0=B5=D0=BD=D0=B8=D0=B5=20?= =?utf-8?Q?=D1=81=20=D1=81=D0=B0=D0=B9=D1=82=D0=B0=20example.com=20?= =?utf-8?Q?=D0=BE=D1=82=20zox@xample.com?=From: offline-messages@site.comTo: support@support.example.com

For me it seems like everything is OK with your message header - the reply-to header is there.I edited your post to emphasize that ;)So I don't know it's not working.Can you attach a screenshot of your filter settings or try the filter settings from my screenshot?

Just did abouther test.Filter settings, mail fetch settings and result are attached.User email is still not changed.May be there is some additional setting for this?

Fetchsettings.png

email.png

general filter.png

Everything looks correct.I do not have an idea what's going wrong?If @[deleted] also has not one, I guess there is still the option to try an upgrade to the latest version. Maybe that helps - otherwise I'd suggest that @[deleted] could point that thread to the devs.

May be you can give a clue where in the code the structure $info; should be populated with reply-to email. I've looked through the code but was not able to find anything. I am trying to find what might cuase this behaviour.

Sorry, looked at the code, but since I am not so deep into it, so I can't really tell you / have an answer to your question.

The email that is displayed there is not the reply-to address of the incoming email.  It's the email address that the User entered as their email address when they signed up for an account, or created their first ticket.

Your filter rules seems incorrect to me - I'll recommend matching only on User-Information / Email address. e.g Email equals office-message@yourdomain.com with the action of use reply-to email. It will only be applicable to becoming emails from that particular email and with a reply-to address. 

Filter is correct, I've checked -it works for everything else but reply-to field. I've set as you recommended - no luck.I've investigated further and here is what I found:Filters are triggered upon ticket creation, in particular in this function (file class.ticket.php):        try {            // Make sure the email address is not banned            if (TicketFilter:($vars)) {                throw new RejectedException(Banlist:(), $vars);            }            // Init ticket filters...             $ticket_filter = new TicketFilter($origin, $vars);            $ticket_filter->apply($vars);        }I've checked what is inside $vars and it appears to be that the info there is incorrect:    => offline-messages    => offline-messages@example.com    => Сообщение с сайта mysite.com от zox@woohoo.com    => <0000014ebb560a02-27c22e41-9d2c-41dd-afe2-e66ee89f004d-000000@eu-west-1.amazonses.com>    => Received: from mxfront6h.mail.yandex.net ()    by mxfront6h.mail.yandex.net with LMTP id zDFeScNB    for <support@support.mysite.com>; Thu, 23 Jul 2015 17 +0300Received: from a6-146.smtp-out.eu-west-1.amazonses.com (a6-146.smtp-out.eu-west-1.amazonses.com )    by mxfront6h.mail.yandex.net (nwsmtp/Yandex) with ESMTPS id XD43CFDAP7-YG3W7KZ4;    Thu, 23 Jul 2015 17 +0300    (using TLSv1 with cipher ECDHE-RSA-AES128-SHA (128/128 bits))    (Client certificate not present)X-Yandex-Front: mxfront6h.mail.yandex.netX-Yandex-TimeMark: 1437662056Authentication-Results: mxfront6h.mail.yandex.net; spf=pass (mxfront6h.mail.yandex.net: domain of eu-west-1.amazonses.com designates 54.240.6.146 as permitted sender) smtp.mail=0000014ebb560a02-27c22e41-9d2c-41dd-afe2-e66ee89f004d-000000@eu-west-1.amazonses.com; dkim=pass header.i=@amazonses.comX-Yandex-Spam: 1DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/simple;    s=uku4taia5b5tsbglxyj6zym32efj7xqv; d=amazonses.com; t=1437662055;    h=Subject-To-Type-Transfer-Encoding-Version-ID-ID;    bh=oGX5Nhl8W0GaFsa+DG3OSfXhsj2Cige5dUcMsNF6Mv0=;    b=AKw+7b8lTqS+zaufmskAH5Uti9HFcKYE0SD4cK5HNZtKDJEbP2y7sGMimucNefUJ    ZnmO0BDWWLZqQ/zoVkHE93tNIRcoYwUqBT658XUoAMr5FrG+H3KOn/0S7+nTMzqcHpb    xSnT9ROD1Yif1qUHcxPtVD6eCt3NbaUtjoPAfJq0=DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/simple;    s=q2kvnf6wdn3cucoh6u6jhjwbdr2uacee; d=example.com; t=1437662055;    h=Subject-To-Type-Transfer-Encoding-Version-ID;    bh=oGX5Nhl8W0GaFsa+DG3OSfXhsj2Cige5dUcMsNF6Mv0=;    b=WSED8kQ1s2GjGdlBubMIPM4PbeDfQnq8aBAgCdQ5NIvT44GYy8NbhBMg9Swft9dG    2vhQLB45Xj6a6M8K+FWS3xRvrdHCoCDBFbRrlN8rOG1xABno0yhZ+z42cEe+50m1H1Y    N3kcZF9SStWjtBYYV6ujyESK4RFtfZHBgg6ZPNGs=Subject: =?utf-8?Q?=D0=A1=D0=BE=D0=BE=D0=B1=D1=89=D0=B5=D0=BD=D0=B8=D0=B5=20?= =?utf-8?Q?=D1=81=20=D1=81=D0=B0=D0=B9=D1=82=D0=B0=20mysite.com=20?= =?utf-8?Q?=D0=BE=D1=82=20zox@woohoo.com?=From: offline-messages@example.comTo: support@support.mysite.comReply-To: zox@woohoo.comDate: Thu, 23 Jul 2015 14 +0000Content-Type: text/plain; charset=utf-8Content-Transfer-Encoding: quoted-printableContent-Disposition: inlineMIME-Version: 1.0Message-ID: <0000014ebb560a02-27c22e41-9d2c-41dd-afe2-e66ee89f004d-000000@eu-west-1.amazonses.com>X-SES-Outgoing: 2015.07.23-54.240.6.146Feedback-ID: 1.eu-west-1.ikBUQ8ihPSKu4AuEkmpbPR22urTnt57H+4c3sJWhOQ8=Return-Path: 0000014ebb560a02-27c22e41-9d2c-41dd-afe2-e66ee89f004d-000000@eu-west-1.amazonses.comX-Yandex-Forward: 94f75f0ddb54744ce8e4df2939e71f50    =>     =>     => offline-messages@example.com    =>     => Array        (        )    => 4    => 4    => ArrayObject Object        (            => Array                (                    =>                 )        )    => TextThreadBody Object        (            => Вам пришло сообщение с сайта mysite.com!....So in spite the fact that header has correct reply to info, $vars variable is populated with frong info.Do you have any ideas how to fix it?

@[deleted] - If this particular filter is NOT working then how do you figure it's correct? We use reply-to feature and it works.

@[deleted] - Easy - in the filter I set assign ticket to particular staff member and set reply-to email as requesters address. After this I see that ticket is indeed assigned to particular staff member - so filter itself works.However it does not change email. I've added debug print functions in the php classes to track down where the problem starts.And I have a question to those that have this reply-to functionality working - what PHP version do you use?Mine is PHP 5.6.11It looks like the cause is in the built in function imap_headerinfo so may be in different PHP version it works differently.

I think you're overcomplicating it --  my point was, based on the image you posted, you seem to be matching on reply-to header (including @ sign on name) to use reply-to header.  When filter action includes change of email (use reply-to for example) it starts the filtering loop all over again to apply the new criteria.  It was my opinion that's the issue -- but perhaps you know better than I, how the system actually works.Cheers,

  • aexl replied to this.