Email in use by an agent / Already in use system email

websafe

Hello, I'm on the latest osTicket (github). I have three agents:

and a public email for tickets:

support@contoso.com.

osTicket is configured to retrieve (via IMAP) mail from support@contoso.com. And this works fine.

BUT. I would like each agent to have a subfolder "Ticket" in their inboxes (INBOX\Ticket) so they can drag into INBOX\Ticket messages, they receive directly via e-mail, and then I would like osTicket to retrieve these messages from all these three mailboxes (agent1,2,3) INBOX\Ticket subfolders and convert to a ticket...

But when I try to add the email agent1@contoso.com in Admin -> Emails - > Add New Email with "Fetching Email via IMAP" enabled I get "Email in use by an agent" because there's already an Agent with the same e-mail.

When I delete the agent with this e-mail (for example agent1@contoso.com then I'm able to configure this (agent1@contoso.com) e-mail for fetching via Admin -> Emails - > Add New Email but then I'm not able to add an agent with this email, because I'm getting "Already in use system email".

Is there any way around this problem?

Generally I need to fetch emails from a subfolder of an agents IMAP mailbox.

ntozier

websafe BUT. I would like each agent to have a subfolder "Ticket" in their inboxes (INBOX\Ticket) so they can drag into INBOX\Ticket messages, they receive directly via e-mail, and then I would like osTicket to retrieve these messages from all these three mailboxes (agent1,2,3) INBOX\Ticket subfolders and convert to a ticket...

HAve them open the support@contoso.com mailbox in their outlook.
Then they can drag into the inbox.

websafe

ntozier

HAve them open the support@contoso.com mailbox in their outlook.
Then they can drag into the inbox.

Outlook for Android or Outlook 365 Web will not allow moving messages to a folder in another account, only to a folder in the current account. So this solution will not work.

Not sure why there is such limitation/check if an email is already in the system (only when I enable fetching), when there's an option toprovide a subfolder/path for fetching. I get it why this is blocked with POP3, that could cause loops, but I'm specifically selecting IMAP and INBOX\Ticket so no loops will occur, I think that scenario should be excluded from this check.

KevinTheJedi

@websafe

Just because you are using IMAP doesn’t mean loops won’t occur. The reason you cannot use an Agent's email address as a system email is because when an alert is sent to the agent it will be fetched, a ticket will be created, which will trigger another alert, etc. etc. You can remove these checks from the codebase but it’s not recommended as it’s inevitable that you will eventually run into some sort of issues.

Cheers.

websafe

KevinTheJedi

So loops should be handled but not by forbidding of fetching from subfolders in agents mailboxes. I could setup a mailbox
x@contoso.com, which is the day-to-day mailbox of a coworker, add an alias x-1@contoso.com to this mailbox. Then I could setup an osTicket agent with the e-mail (alias) x-1@contoso.com and setup fetching of x@contoso.com/Inbox/Ticket and that how I will probably get around this "mailbox-duplicate" check, which is too intrusive.

IMHO loops should be handled by mailheaders.

Please don't get me wrong - I admire osTicket for its simplicity and getting the job done, that's also the reason I was shocked this kind of check is forced by osTicket :-)

And now I have to get around the problem, but it would be nicer to have this limitation removed out-of-the-box :-)

In other words - checking if the fetched e-mail already exists as an agent's email will never give you 100% certainty no loops will occur, a better way are - IMHO - mail-header-checks.

KevinTheJedi

@websafe

They are handled by the headers as well. We use multiple layers of protection against loops. This can be added as a feature request.

Cheers.