D
drico

  • Sep 27, 2024
  • Joined Dec 19, 2018
  • 1 best answer
  • Hi @KevinTheJedi. I think this is it! It falls under the "passive threading" since the customer replied to the original email where they were added as a recipient. On this specific reply, the customer did not respond to the alert/reply from the system. They responded to the email they received, having the Service Desk email also looped in.

    Thank you for the enlightenment. You the man!

  • The dispatchers email is not included in the CC recipients. As for your question where the user is replying, let me review the thread and get back to you.

    Thank You

  • Hi @KevinTheJedi, I meant for the Team earlier was an Agent with the name 'Dispatchers Team'. As the Dispatchers Team's email is a distribution group, the new alert message should have been sent to dispatchers@organization.com and must be received by the members included in it. However, there are no emails being sent to dispatchers@organization.com. For other replies from the customers, we are receiving the email alerts, it's just in this case where there are no emails received.

    Please see the screenshots below for your reference.


    • Hi @KevinTheJedi, The settings for "New Message Alert" is enabled and have the Department Manager checked.

      As for the Department Manager, it is assigned to a Team with all the members enabled to receive alerts. With this setup, should all the members within that Team receive the New Message Alert?

      • Hi @KevinTheJedi , As requested, below is the email header. Please note that certain details have been modified, as the original contains sensitive information that I'm unable to share. Thank you in advance for your assistance with this matter.

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        Subject: Re: Ticket #111111 [P4] [Client] - Ticket Summary
         Primetime Licenses
        Thread-Topic: Ticket #111111 [P4] [Client] - Ticket Summary
         Primetime Licenses
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        • Hi Support,

          We are having some issues with our osTicket instance whereas there are no emails sent to the agent/team/department about the new message added to the ticket right after a customer replied to a ticket via email.

          Here's the exact scenario where this happens:

          • The ticket was closed by an agent.
          • The customer replied to the ticket that was already closed.
          • The email sent by the customer was received by the mailbox we are using for osTicket.
          • The task schedule was successfully run to fetch the emails from the mailbox.
          • osTicket was able to process the ticket and mark the status as reopened.
          • There are no emails being sent to the agent/team/department about the new message added to the ticket.

          We've already checked the PHP, MySQL, and even Windows Event Viewer's logs for possible errors but none were found.

          Could you please provide some guidance on how to address this issue?

          Thank You,

          -Dan

          • KevinTheJedi replied to this.
          • Hi @KevinTheJedi. I think this is it! It falls under the "passive threading" since the customer replied to the original email where they were added as a recipient. On this specific reply, the customer did not respond to the alert/reply from the system. They responded to the email they received, having the Service Desk email also looped in.

            Thank you for the enlightenment. You the man!

          • KevinTheJedi Thank you for confirming. We will proceed to test and hopefully, it will help us identify the root cause of the delay.

            Best Regards

          • KevinTheJedi Thank you for the valuable suggestion. I'd like to inquire further. In addition to the log entry generated each time the cron is triggered, could you please enlighten me on any other actions that are logged when the DEBUG log level is enabled? This is for us to gauge the potential resource consumption associated with keeping this setting turned on.

            Best Regards

            • Jsezze We are hosting our instance in a Windows server environment, but yes, we have setup a task schedule equivalent to the cronjob.

            • Hi Support,

              We are currently encountering delays in the creation of tickets within osTicket. These delays vary in duration, with the most recent instance being a 20-minute delay.

              Our current email fetching settings are as follows:

              Additionally, we have a task schedule set to run every minute, and upon reviewing the history logs, we can confirm that it is operating as expected.

              For incoming emails, both Email Fetching and Fetch on auto cron are enabled.

              Could you please provide some guidance on how to address these delays?

              Thank You,
              -Dan

              • Hi KevinTheJedi is there any other way aside from doing an upgrade? A patch for the specific issue maybe? As much as possible, we wanted to stay on our current version since we already have lots of customization made for our ticketing system and having to transition them over the the upgraded version will be a pain.

                Thanks,

              • Hi Support/@ntozier ,

                When .eml attachment files are downloaded from OsTicket and opened, the email item contains code snippets with a message "An unexpected error occurred. Please click on this link to reload." instead of the actual email content. Could you please guide us on how to fix this issue?

                Here are the steps to reproduce the issue [using Outlook 2016]:
                Case A:

                1. Click new email
                2. Attach Item from Outlook email
                3. Send the email to the ticketing system
                4. Ticket opens with the .eml attachment
                5. Download and open .eml attachment from the ticket created.
                6. Opening the .eml shows code snippets instead of the actual email content.

                Case B:

                1. Click new email
                2. Drag and drop .eml file into the email
                  1. Send the email to the ticketing system
                3. Ticket opens with the .eml attachment
                4. Download and open .eml attachment from the ticket created.
                5. Opening the .eml shows code snippets instead of the actual email content

                I've already added .eml under Ticket Attachment Settings' file type filters but the issue still persists.

                Environment Details:
                PHP Version: 7.0.15
                Web Server Software: Microsoft-IIS/10.1
                MySQL Version: 5.7.27
                osTicket Version: v1.10

                Thanks,

              • Hi Support,

                We are having certain events where CC recipients are not being added as Collaborators when agents or clients replies to a ticket via email. See below for the steps performed where we encountered the issues.

                Test #1
                1. Opened a ticket using email1@test.com
                - Ticket was successfully created and ticket creator received the initial ticket response from osTicket email

                1. Ticket creator replied on the ticket created via email and CC'd Collab1 (email2@test.com - email registered or not in osTicket)

                2. Ticket was successfully created and added Collab1 as collaborator

                3. Collab1 received 2 emails (1 from email1@test.com and 1 from osTicket email)

                4. Ticket creator replied on the ticket created via email (To: osTicket email) and CC'd Collab2 (email2@test.com - email registered or not in osTicket)

                5. Reply posted as INTERNAL NOTE on the ticket and FAILED to add Collab2 as collaborator

                6. Collab2 only received the email coming from email1@test.com and FAILED to receive the email from osTicket email

                7. Doing the same steps to add a collaborator via email (3rd, 4th and so on), CC'ing recipients on the reply will not add them as Collaborators

                Test #2
                1. Opened a ticket using email1@test.com
                - Ticket was successfully created and ticket creator received the initial ticket response from osTicket email

                1. Ticket creator will post a reply via email and set the recipients to the following:
                  TO: email2@test.com
                  CC: osTicket email and email3@test.com

                2. Reply will successfully be posted in osTicket but sometimes it will be posted as INTERNAL NOTE

                3. email3@test.com both received emails coming from email1@test.com and osTicket email but osTicket FAILED to add email3@test.com as collaborator.

                4. email2@test.com also received emails coming from email1@test.com and osTicket email but osTicket FAILED to add email2@test.com as collaborator.

                Do you have a patch to fix this issue or could you please guide us on how to resolve this issue?

                Environment Details:
                PHP Version: 7.0.15
                Web Server Software: Microsoft-IIS/10.1
                MySQL Version: 5.7.17

                osTicket Version: v1.10

              • I see. As much as possible we don't want to downgrade our system so I guess we will continue to replicate the issue on our end for now.

                Appreciate your response.

                Thank You,

              • Hi @ntozier . I am just curious, have you encountered/replicated the same issue as ours? Would like to know the specific reason why the issue occurs like any deprecated function. Downgrading our system to 5.6 is a no go for us so I would like to know any alternatives.

                Thanks,

                -Dan

              • Hi @ntozier please see below for the environment details and osTicket version.

                Environment Details:
                PHP Version: 7.0.15
                Web Server Software: Microsoft-IIS/8.5
                MySQL Version: 5.7.17

                osTicket Version: v1.10

                Thank you and your help will be very much appreciated.

              • Hi All, We recently encountered a weird behavior in OsTicket where a new email from a client which is supposed to create a new ticket is being appended to an existing closed ticket. Seeking for your help to troubleshoot and discover the root cause of the issue.

                Few more info:
                The new email from the client has a different Subject with the existing ticket.
                The existing ticket was created on the OsTicket Dashboard.

                Any other information you might need to expedite the issue please do let me know.

                Thank You.