Email a response to 2 or more persons

Chabi0167

Hello ?
Still testing, i have a new question today ?

Let's imagine this : i have a person who creates a ticket. The ticket is solved and the response is send, all this working fine.
Now, imagine i have to send a copy to a chief department as well as the chief needs to know the information too...
So, is there a way to add a cc field ? I found this page on the net : http://sudobash.net/?p=234(http://sudobash.net/?p=234
but it seems for an old version and not to be used with smtp (i use smtp)...

Thanks for the help ?
Xavier

equisde

Just add collaborators to the tickets. They can even participate on tickets.

https://docs.osticket.com/en/latest/Features/Collaborators.html

Chabi0167

Hi Equisde,
This is not include in V1.10.4 or i miss it ?
Thanks ?
Xavier

Chabi0167

Found ! (hard to see in fact ?
Thanks for the help !
Xavier

Chabi0167

Hmmmm... just a question : i read the doc and i have not in my version all what is explained on the doc page you game me... Normal ?
I can only add a "collaborator" on a reply but i dont see any other of the options explained in the doc...
Xavier

ntozier

With out a link to what you are talking about I do not think that anyone can tell you why there might be a discrepancy.

Chabi0167

Hi Ntozier ?
On this doc: https://docs.osticket.com/en/latest/Features/Collaborators.html
i can see several thing about Collaborators.
Now, if i compare to my Osticket installation, i can only see this : "...Similarly, an Agent can add Collaborators or choose which Collaborators receive an email when replying to a Ticket...."
All other option explained in the doc (including the buttons shown and the aspect of the page) are different on my OSTicket...
That's what i mean.
Thanks for your patience everyone ?
Xavier

Chabi0167

And when i write "different", i mean i don't have them shown...

ntozier

That is for the forth coming 1.11 version.

Chabi0167

Thanks Ntozier?
Maybe you know (sure you know !!) some little thing on the next release ?
I have added the mod for Time Tracking and this works very well.
With the next release, i will can update without loosing all this (is this mod will be included ?) or not ?

Thanks for all this Ntozier (again !!) ?
Xavier

ntozier

You should not lose any data, but you will have to reinstall the mod.
Also the mod may need to be updated to work with the new version.
(note: that would be up to the mod author to do)

Chabi0167

Thanks NTozier ?
I will wait for the next release and will make the test.
Thanks again ?
Xavier

ntozier

In the mean time you can use Collaborators to add people to the ticket after the ticket has been opened.

Chabi0167

i try already, it works well ?
I have now to take a look to the security : do i have to create a new thread for this ?
I would like to know what security could be added to OSTicket to prevent :
- large massive attack (brute force)
- spam (beside the recaptcha option)
- security warning on fail attempt
etc..
Thanks again for your time ?
Xavier

Chabi0167

!!!!!
Wait, i have an issue !
When i have install OSTicket, i create several ticket for testing.
I try 3 times : every time i erased a ticket in the list (my test tickets), they are deleted and 10 mn later they are all came back and i get 8 news tickets (what i have deleted) and 8 notifications more (as attribution) !

What happens ?? I cannot delete ticket ???
Thanks ?
Xavier

ntozier

You created them via email?
You then deleted them in the UI.
They showed back up?

You either did not move the emails to a sub folder or delete them after they were processed.
Admin p anel -> Emails -> Emails -> your email that is collecting email.
Scroll down to Fetching Email via IMAP or POP: Fetched Emails

Chabi0167

Pfff.. Ntozier...you are always right...
?
Ok, i remember why i did not setted up this : when i try to put a name for "move to a folder", i get an error message "Client tried to access nonexitent namespace".
I have tried with :
- support_recupok
- INBOX/support_recupok
(tried this as the message is : "Dossier courrier non valide ou inconnu! >> Client tried to access nonexistent namespace. (Mailbox name should probably be prefixed with: INBOX.) (0.001 + 0.000 secs)."
- tried also in french (as my language is french) with Boite de réception/support_recupok
-tried to add a / at the end as this a folder, also make all the combination at the beginning with a /

I also tried to create the folder in my email folder first, i cannot get this working...
Can you (agaaaaiiiinnnn ? ) tell me how i can get this working ?
I prefer to move unstead of deleting (for the test).

ntozier

So what protocol are you using? Specifically are you using POP?

Move is not a feature in POP. But it is in IMAP.

Assuming IMAP then I think that you would want to write:
INBOX.support_recupok

Chabi0167

Hi Ntozier,
I was in IMAP already, the missing part was the way to write the path to the folder.
With your help, all is working fine now ?
So thanks again Ntozier ?

Do you have some advices for the question about security ?
Have a nice day Ntozier ?
Xavier

ntozier

Q: Do you have some advices for the question about security ?

I would like to know what security could be added to OSTicket to prevent :
- large massive attack (brute force)
- spam (beside the recaptcha option)
- security warning on fail attempt

In osTicket if you go to Admin panel -> Settings -> Users.
You can set your login attempts before lock out, lock out time. etc.

If you go to Admin panel -> Settings -> Tickets -> Alerts and Notices. Scroll down to System Alerts.

We also handle general attacks with our endpoint protection.