At times CC email list (Collaborators) are not added in the ticket

ShailendraPhonon

osTicket Version v1.11 (d4e240b) — Up to date
Web Server Software Apache2.4
MySQL Version 5.7.18
PHP Version 7.1.27

We are facing issue where at times all emailIDs in CC not added as collaborators in the ticket created. This happens for the ticket which are generated through email.

ntozier

You are running an unsupported version of osTicket. Please upgrade to 1.12.

I've never had a problem with CCed emails not adding collaborators.

ShailendraPhonon

Hi,

Thanks for the update. Kindly share the steps to upgrade from 1.11 to 1.12 version of OSTicket.

RBGE

ShailendraPhonon There aren't any database changes, so in this case it's literally just a case of uploading the 1.12 files over the existing 1.11 installation. As with any upgrade, make sure to back up everything, including the database, first though!

ntozier

@RBGE is correct (and I'm glad that they mentioned backing up the site and db first).

Also note that the upgrader will not run because there is no DB changes from 1.11 to 1.12.

ShailendraPhonon

Hi, we upgraded to 1.12
osTicket Version v1.12 (a076918) — Up to date
Web Server Software Apache2.4
MySQL Version 5.7.18
PHP Version 7.1.27

But the problem remained the same. At times, CC are not getting added in the ticket. Kindly suggest @ntozier @RBGE

RBGE

I'm afraid I can't think of anything else other than ensuring the option to add collaborators is selected, although I'm assuming it is if you're saying it only happens at times(??). To verify, it's Admin -> Emails -> Settings and ensuring the box is checked as below

There's no per-department setting for this, it's an all or nothing ?

ShailendraPhonon

Hi @ntozier , I checked, that option is enabled.

Any other possible reason which I can cross-check?

ntozier

Are your users required to register for accounts?
And what do you have registration method set to?

Do you have any banned emails?

ShailendraPhonon

ntozier

Are your users required to register for accounts?
---> Users are added to use OSticket. the persons sending email to raise ticket are not registered.

And what do you have registration method set to?
---> User registration is manual, we do not want to register any user to OSTicket. Anyone can send an email to xxx@phxxxxx.xx and the ticket should be raised on OSticket with all persons in CC. This does not happens at times.

Do you have any banned emails?
---> There is no banned emails.

ntozier

Collaborators are users.
If Users cannot register then... then I do not think that accounts can be created for them so they would not be added as collaborators.

SophiaXiong

I have the same problem! my test system doesn't require registration or login to create tickets. The registration method is public, everyone can register. I sent a test email to our support email, and cc to my private email, the ticket is created successfully, but the cc is not registered as a collaborator as I expected.

SophiaXiong

I tested again today, the V1.12 I installed on my test VM and the cloud host from Supportsystem. It works perfectly in the cloud version, the ccs are registered immediately as a collaborator. But in my test VM not. It doesn't matter if that cc is a registered user or not, the ccs are just not created in the ticket collaborator. How can I solve this problem?

ntozier

Step 1. read the posting guidelines.
Step 2. Start a thread on forums for your issue.
Include: error logs, full environment information, and the email (with full headers)