"use reply-to header" filter works, but user name shows email domain

mattso

Hi all,
bit of a weird issue but wondering if someone can shed some light on this.

We have a contact form on our website that will then send an email to our technical email address. The contact form uses the email address "no-reply@ourdomain.com" to send the email.

We have been using OsTicket for over a year now and it has been great! At implementation I searched through the forum here and found the nifty trick with using a "use reply-to header" filter in Admin-> Manage -> Ticket Filters.
This has worked great for months ... emails coming in through our technical email inbox were imported and the reply to email address was used for the user email address and user name.

Now, for about a month now we are having issues with this. Emails are still being imported, however it seems like part of the filter is broken.

The user email address is successfully changed to reply-to email address. The user full name is not changed and is displayed as "ourdomain.com" for these imports.

Any idea what might have happened here?

We have not changed anything with the contact form,
we have now after the error started to appear upgraded to 1.14 to see if that would fix the issue but it did not.
Tried and failed with disabling and reenabling the ticket filter.
Normal email directly into the inbox are fine

Any other ideas what we could test would be highly appreciated
Cheers
Matt

ntozier

If you go to Agent panel -> Users and look at the accounts what is their Name set to?

mattso

Hi ntozier! Yeah I got about a whole page of separate users called ourdomain.com

Cheers

ntozier

Well then i guess that tells you what the problem is. 🙂

mattso

Hi @ntozier .... sorry, I don't unfortunately 😅

it used to be that if an email came through the contact form (so sent by no-reply@ourdomain.com) from John Doe with john.doe@gmail.com it would be imported as a ticket. It would use john.doe@gmail.com as user email and John Doe as user full name.

Now it uses john.doe@gmail.com as user email but uses ourdomain.com as full name.

I thought it had something to do with the way the contact form worked and that this information was not passed through but we have not changed the contact forms at all.

Any pointers would be very much appreciated!
Cheers
Matt

ntozier

Users data is not updated when a ticket is emailed to the system. So if a ticket was create via email prior to you setting up the filter to use the reply to address it would have created a user with the name from the original email.

ie
name: ourdomain.com
email: foo@ourdomain.com

So if your form is sending an email to open a ticket that's likely what happened. Make sure that your form is setting the correct name moving forward for new users.

If you form uses the ticket api to open the ticket then you don't need to worry about that as much as you can set the username and email directly in the script that you use to open the ticket. (Again it does not update the users name).

Once you do either of those thing you would have to edit the users and set their correct name. Since the data is not updated when an email is sent to the system, it would display the correct name.

mattso

Thank you! I will observe this over the next few days and feed back on results.

It's just weird. The ticket filter has been in place for months and was working. We run osticket for end-consumer support so almost every email is from a new customer and will create a new user. But for some reason now the user name is not passed through from the user email address, e.g. john doe.

I will feed back in a bit, i guess the os connector plugin is the other idea

Cheers

ntozier

Is the script passing through the "username <reply@ourdomain>" as the reply to address?

mattso

some emails that came through today listed username as "outdomain.com" so I checked the email header and also did a test contact form submission myself. what I noticed

some emails came through as: Reply-To: < john.doe @ hotmail .com >
my test email came through as: Reply-To: "test @ domain.com" < test @ domain .com >

both tickets successfully created a new user, john.doe created a user with the correct email address but with "ourdomain.com" as full name. My test email however created a user with the correct email address and the username "test".

so it seems like the user john.doe did not set his/her name during the email setup and this issue is not related to osTicket. (?)

Cheers

mattso

hi there,
still trying to get my previous post approved. not sure why it is not going through.
Cheers