Hi Guys

We've just updated to osTicket 1.12 and have noticed that when someone emails us a new ticket and include a CC email address, that email address is not added as a Collaborator. We have just come from v1.9.14 where it worked flawlessly so I'd like to know what I can check to get this working.

Here are all our details.

OS: Ubuntu 18.04
PHP Version: 7.3
Mail Fetching: We use Postfix and /api/pipe.php to create tickets.
Mail Sending: We send emails using a Google account via SMTP

We see this error in the php error log quite often.

[03-Oct-2019 05:39:33 UTC] PHP Fatal error: Uncaught ObjectNotUnique: One object was expected; however multiple objects in the database matched the query. In fact, there are 2 matching objects. in /osticket/include/class.orm.php:1355
Stack trace:
#0 /osticket/include/class.orm.php(606): QuerySet->one()
#1 /osticket/include/class.search.php(534): VerySimpleModel::lookup(Array)
#2 /osticket/include/class.signal.php(98): MysqlSearchBackend->IndexOldStuff(NULL, Array)
#3 /osticket/scp/autocron.php(74): Signal::send('cron', NULL, Array)
#4 {main}
thrown in /osticket/include/class.orm.php on line 1355

Yes, I allow anyone to register.
Yes, the people in the CC do have an account.
Yes, some CC addresses will not have an account.

This is an example of what I was expecting to see in v1.12. This screen shot is from our old version 1.9.14

I hope that's enough information to start with.

Thanks

Okay we did a bit of digging and this code change seems to have fixed the issue for us.

If you can see any issues with this change please let us know. This commit was to our own private git repo.

This code change seems to be only working for CC addresses of users who are already in the OSticket users table. Will need to do some extra work to figure out how to add collaborators who may not already have an account.

Okay, did some more looking into this and it appears the code changes are not needed, there was an error on my end of setting up Emails in osticket.

I was sending test emails into my server to salestest@mydomain.com but I had not set that email up in Admin Panel > Emails.

This was an interesting journey, hope it may help someone else.

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