Hi,

Here's our situation: We use Skype for Business as our phone system. We have a phone number people can call and leave a message after hours for our helpdesk. We have it tied to Exchange so that an email is created for every phone message sent to that phone number. Below is an excerpt from the header of the email that gets created. (Phone # Anonymized)

From: 9876543210 (Phone Number no dashes or parenthesis)
To: test1 <test1@stmartin.edu>
Subject: Voice Mail (4 seconds)
Thread-Topic: Voice Mail (4 seconds)
Thread-Index: AQHVHHsD9+FszkBNhEKp8/LVdaHhgQ==
Sender: Microsoft Outlook
<MicrosoftExchange329e71ec88ae4615bbc36ab6ce41109e@stmartin.edu>
Content-Class: voice
X-CallingTelephoneNumber: 9876543210
X-VoiceMessageDuration: 4
X-VoiceMessageSenderName:
X-AttachmentOrder: 9876543210 (4 seconds) Voice Mail.mp3
X-CallID: 50982411-bdf1-44d4-ab4c-89e063fd9c5c
Date: Thu, 6 Jun 2019 15:17:51 +0000

The problem: When osTicket tries to process the From: in the email header and use that as a username, it fails because there is no @ symbol because it is expecting an email address. We figured that part out because if a person using Skype For Business as their phone leaves a message, everything works perfectly.

This is because their email address in associated with their Skype for Business phone number. The email address then gets substituted for the phone number in the resulting email. But any number outside of Skype for Business, the caller id number itself gets put into the email From:

After attempting to process the unprocessable email, osTicket then sends out the following alert because the message is stuck in the email inbox.

Excessive errors processing emails for mail.stmartin.edu/test1@stmartin.edu. Please manually check the inbox.

What can i do to fix the situation? Any work-arounds or maybe code modifications? Any way to disable the check for the "@" symbol in the email processing?

We are using osTicket version 1.12.

Thanks

Peter Truax
Saint Martin's University

I've asked the devs to take a look at this.

Do you have any control over the output of that microsoft 'script'?

@ptruax

osTicket relies on email addresses...they are the unique identifiers for Agents and Users. If no email is present it will fail, simple as that. If you want to fix this add emails instead of phone numbers to the From field.

Cheers.

Thanks for the replies. We solved the problem on the Exchange side. It's kludgy, but it works.

The following is how we set it up. ( Don't you just hate forum threads where the OP replies, "We fixed it, thanks." and doesn't give anyone else with the same problem a clue? ? ).

We set up 2 email accounts. 1 to receive the phone messages, and 1 that osTicket processes. We then created a rule on the phone message account that forwards any incoming email to the osticket email account and then deletes it. This then creates a new email header for the voicemail with the message account email as the sender.
osTicket then processes it normally.

Regards,

Peter

Oh hey I like that response. Thanks for posting your solution.

3 years later

Hello, im really sorry for bumping old thread, I have similar issue and searching information. Any advises?

@andyadams
You would need to post your information for your issue (including the email headers etc) so to determine if anyone could assist you wit this. I would recommend that you start your own thread for this.
Killing zombie thread with a head shot.

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