Not receiving response notfications when using AWS SES

sandstones

I am having a problem receiving notifications of customer replies when using AWS SES (simple email service).

If we use our domain email everything is fine in OS Ticket. However, Microsoft severs don't like our IP address, so we have been trying to use AWS SES as an alternative for sending answers to those customers. When we do that and the customer responds, then we do not get an alert sent to the agent. However, if the customer sends multiple responses to the same answer, then the second, third etc. do send an alert to the agent.

I tried to figure this out by putting some logging into the code, and the reason for no alert is that in class.ticket.php the 'autorespond' variable has been set to false, I think because of differing email domains when sending through AWS and receiving through our domain. Doing a grep on the code the only place I could find 'autorepond' being set to false was in class.filter_action.php::FA_DisableAutoResponse. However, putting a log entry in that function, it never seemed to get called. So, I am kind of stymied.

Any help or suggestions would be much appreciated.

ntozier

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Environment details? (see Admin panel -> Dashboard -> Information)

@KevinTheJedi do you know about any incompatibilities with AWS SES?

KevinTheJedi

@sandstones

You can disable Auto-Responses per System Email. I'd first check the email setting in osTicket to ensure you do not have Auto-Response Disabled.

Cheers.

sandstones

First, Auto-Response is NOT disabled, and we do get automatic notifications when sending via our email server rather than AWS.
Second, I have done some more tracing through the code, and now think I know what is going awry.

In class.thread.php, function lookupByEmailHeaders(), it is trying to match email headers to see if this is a response to an existing message. When getting a response to an email sent via our domain, it matches the ThreadEntry. When getting a response to an email send via AWS it does not get a match, the list of possibles has multiple entries when count($possibles) is tested, and it executes the line "$mailinfo['passive'] = true;". Also, $possibles has message-id's with AWS message ids that unsurprisingly did not match anything. But I'm not really sure what it is matching on, or what changes might let it match without creating new problems.