W
wesyah234

  • Joined Aug 29, 2017
  • 0 best answers
  • In [Request] Modification to allow Email Fetching Via OAuth or OpenIDConnect

    We also use office365 for our email accounts and have been polling for tickets successfully for a while now (with 2fa turned off of course) but now we just received a similar notice about our mail accounts switching over to oauth and will be looking to know if osticket will support "modern auth" or "oauth" as our IT folks referred to it.

  • In How to create a link that will go directly to the delete ticket action?

    There are many times where we would like to quickly delete a ticket from the agent "new ticket" email. It would be nice to be able to click a link from the email and go right to the ticket delete screen. Unfortunately, it seems that the delete ticket action is done via ajax so it's proving hard for me to go directly to a delete ticket screen.

  • In undeliverable message from an invalid email address issue.

    That wouldn't necessarily work. What's going on is that we have html tags inside an html formatted message, which is something very common and most systems that process html are able to handle it. What happens is that the html editor that originated the message will use html entities like > to express a > symbol so that it is not treated as markup in the receiving system. What osticket's html parsing is doing is basically treating those html entities as actual html markup. I don't know if this is maybe some easy parameter setting on the htmlawed parser or if there is some other pre/post processing being done.

  • In undeliverable message from an invalid email address issue.

    the html editor in osticket correctly displays the > entities when you switch to source, screenshots below:

    but then after processing by osticket, it displays like this in the thread:

  • In undeliverable message from an invalid email address issue.

    I will be looking foward to this release. This behavior definitely needs to change... take the example of a helpdesk that is helping people with html. If a ticket agent tried to write this response:

    It would get convered to:

    which would be non-helpful to the end user!

  • In undeliverable message from an invalid email address issue.

    Thanks. Further testing and thinking about this has led me to this test:

    Email sent to ticket inbox with this text:

    And the text in the body of the ticket in osticket looks like this:

    And the same behavior is seen when creating a ticket directly inside of osticket. It's completely reasonable to want to type a html tag directly into a ticket body and not have it interpreted as html. Generally these are converted to entities like < and >

    Thanks for looking into this.

  • In undeliverable message from an invalid email address issue.

    The "thing" that is sending the bounceback is a mailserver.

    I found this:
    https://csguide.cs.princeton.edu/email/errors
    and
    https://answers.uillinois.edu/illinois/page.php?id=53259

    which both show the same bounce format with the problem email address enclosed in brackets.

    So this seems to be a standard bounceback format.

    Also, further testing shows that any < or > characters are causing issues.

    I opened a ticket with the text:

    Question for you, is 1 < 3?
    and the resulting ticket body was:
    Question for you, is 1

  • In undeliverable message from an invalid email address issue.

    Thanks for the suggestion, unfortunately it did not work. The text in question is still suppressed in the ticket body, and now, with this setting unchecked, the emails now have gibberish in them so I need to check it again... any other ideas?

  • In undeliverable message from an invalid email address issue.

    We are getting bounces coming into the osticket imap inbox that have this in the body of the bounce message:

    The original message was received at Thu, 6 Dec 2018 10:57:55 -0600
from:
<support@mcw.edu>

   ----- The following addresses had permanent fatal errors -----
<bademail@mcw.emu>
    (reason: 550 Host unknown)

   ----- Transcript of session follows -----
550 5.0.0 Host unknown

    However, when osticket ingests that email and creates a ticket, the body of the ticket contains:

    The original message was received at Thu, 6 Dec 2018 10:57:55 -0600 from: ----- The following addresses had permanent fatal errors ----- (reason: 550 Host unknown) ----- Transcript of session follows ----- 550 5.0.0 Host unknown

    It seems that osticket is having trouble reading the full message, perhaps it's doing something with the "<" and ">" characters and thinking it is html or something? Unfortunately, this is the most important part of the email and we need to be able to tell which address bounced so we can deal with it. Generally we have osticket set to delete incoming email after ingesting it, but I temporarily turned it off in order to retrieve the actual source email for this forum post.

    Can this be fixed? Or can you tell me which php file to look into and I'll try to figure it out.

    Server Information
    osTicket Version v1.10.4 (035fd0a) — Up to date
    Web Server Software Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips
    MySQL Version 5.6.42
    PHP Version 5.6.38
    PHP Extensions
    gdlib Used for image manipulation and PDF printing
    imap Used for email fetching
    xml XML API
    xml-dom Used for HTML email processing
    json Improves performance creating and processing JSON
    mbstring Highly recommended for non western european language content
    phar Highly recommended for plugins and language packs
    intl Highly recommended for non western european language content
    fileinfo Used to detect file types for uploads
    APCu Improves overall performance
    Zend Opcache Improves overall performance
    PHP Settings
    cgi.fix_pathinfo "1" is recommended if AJAX is not working
    date.timezone America/Chicago
    Database Information and Usage
    Schema osticketprd (localhost)
    Schema Signature 98ad7d550c26ac44340350912296e673
    Space Used 31.19 MiB
    Space for Attachments 24.22 MiB
    Timezone CST (Interpreted as America/Chicago)

    Installed Language Packs
    English (United States)
    en_US — include/i18n/en_US

  • In signature questions for ticket emails to end users

    ramrajone I didn't have that checked
    ntozier That's what I needed, thank you.

    %{response.staff.signature} and %{response.staff.name} are the exact variables that work in this situation.

    I didn't realize the responding staff person was hidden under the "response" variable, since I was just
    using it for the text of the response. It's not listed as an "expandable variable". Somehow this could probably be made more clear in the "supported variables" screen.

      • In Cannot reset password / can't set up new agent

        This behavior has stopped. very odd though.

      • In signature questions for ticket emails to end users

        my email template is:

        Dear %{recipient.name},

        %{response}

        dept sig:
        %{ticket.dept.signature}
        assigned agent:
        %{ticket.assigned}
        ticket.staff.name:
        %{ticket.staff.name}

        When a ticket is assigned to Agent X, but Agent Y replies to the ticket, I can't figure out how to get the email to display the name of Agent Y. The email template only seems to provide access to the ASSIGNED agent's name, but I would like to display the RESPONDING agent's name so that the end user will know that someone else is answering their question. Additionally, selecting the agent's personal signature does not work... the personal signature displays in the HTML editor window when the agent is replying, but that signature does not display in the actual email that goes out to the end user.

        osTicket Version v1.10.4 (035fd0a) — Up to date
        Web Server Software Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips
        MySQL Version 5.6.42
        PHP Version 5.6.38
        PHP Extensions
        gdlib Used for image manipulation and PDF printing
        imap Used for email fetching
        xml XML API
        xml-dom Used for HTML email processing
        json Improves performance creating and processing JSON
        mbstring Highly recommended for non western european language content
        phar Highly recommended for plugins and language packs
        intl Highly recommended for non western european language content
        fileinfo Used to detect file types for uploads
        APCu Improves overall performance
        Zend Opcache Improves overall performance
        PHP Settings
        cgi.fix_pathinfo "1" is recommended if AJAX is not working
        date.timezone America/Chicago
        Database Information and Usage
        Schema osticketprd (localhost)
        Schema Signature 98ad7d550c26ac44340350912296e673
        Space Used 30.02 MiB
        Space for Attachments 24.22 MiB
        Timezone CST (Interpreted as America/Chicago)

      • In Polling email inbox for new tickets - problem

        any idea what's going on with this issue? thanks.

      • In Database error duplicate entry for key

        How do I troubleshoot this error? It happens every so often and our osticket is not getting much use yet:
        [INSERT INTO ost_attachment SET file_id = 101, type = 'D', object_id = 66]

        Duplicate entry '66-101-D' for key 'file-type'<br />
        <br />
        ---- Backtrace ----<br />
        #0 (root)/include/mysqli.php(204): osTicket->logDBError('DB Error #1062', '[INSERT INTO o...')<br />
        #1 (root)/include/class.orm.php(3136): db_query('INSERT INTO        os...', true, true)<br />
        #2 (root)/include/class.orm.php(597): MySqlExecutor->execute()<br />
        #3 (root)/include/class.attachment.php(161): VerySimpleModel->save()<br />
        #4 (root)/include/ajax.draft.php(101): GenericAttachments->upload(Array)<br />
        #5 (root)/include/ajax.draft.php(300): DraftAjaxAPI->_uploadInlineImage(Object(Draft))<br />
        #6 [internal function]: DraftAjaxAPI->uploadInlineImage('66')<br />
        #7 (root)/include/class.dispatcher.php(145): call_user_func_array(Array, Array)<br />
        #8 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('66/attach', Array)<br />
        #9 (root)/include/class.dispatcher.php(120): Dispatcher->resolve('66/attach', Array)<br />
        #10 (root)/include/class.dispatcher.php(38): UrlMatcher->dispatch('/draft/66/attac...', NULL)<br />
        #11 (root)/scp/ajax.php(262): Dispatcher->resolve('/draft/66/attac...')<br />
        #12 {main}

      • In Cannot reset password / can't set up new agent

        When I click the password reset button, the window shakes left and right. No error messages and nothing in the apache error log.

      • In Polling email inbox for new tickets - problem

        I'm attaching the headers from both emails. One named directemail-headers.txt is the email sent directly to the support inbox:

        From: "Smith, Wes" <staffmember@example.edu>
        To: supportinbox <supportinbox@example.edu>
        CC: "person1@example.edu" <person1@example.edu>, "person2@example.edu"
        <person2@example.edu>
        Subject: direct email to the support inbox with 2 people on CC

        and the one named staffemail-headers.txt is the one sent to the staff member that was then copied into the support inbox:

        From: "Smith, Wes" <staffmember@example.edu>
        To: "Johnson, Mark" <mark@example.edu>
        CC: "person5@example.edu" <person5@example.edu>, "person6@example.edu"
        <person6@example.edu>
        Subject: email to staff member that will be copied/dragged into support inbox

        I will also attach 2 screenshots, ticketShowingCollaborators.jpg is the one showing that the person1 and person2 were added as collaborators.The other one shows that the ticket was created, but the collaborators (person 5 and person6) were not added.

        txt files are pasted below because this forum won't allow .txt attachments ..??

        directemail-headers.txt
        Received: from BYAPR01MB4984.prod.exchangelabs.com (2603:10b6:5:40::24) by
        DM6PR01MB4988.prod.exchangelabs.com with HTTPS via
        DM6PR03CA0011.NAMPRD03.PROD.OUTLOOK.COM; Fri, 9 Nov 2018 18:49:47 +0000
        Received: from BYAPR01CA0066.prod.exchangelabs.com (2603:10b6:a03:94::43) by
        BYAPR01MB4984.prod.exchangelabs.com (2603:10b6:a03:79::33) with Microsoft
        SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id
        15.20.1294.27; Fri, 9 Nov 2018 18:49:46 +0000
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        (2a01:111:f400:7e42::202) by BYAPR01CA0066.outlook.office365.com
        (2603:10b6:a03:94::43) with Microsoft SMTP Server (version=TLS1_2,
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        (121.106.114.12) with Microsoft SMTP Server (TLS) id 15.0.1395.4; Fri, 9 Nov
        2018 12:49:45 -0600
        Received: from MCWMB1c.examplecorp.net (121.106.114.21) by MCWMB1a.examplecorp.net
        (121.106.63.201) with Microsoft SMTP Server (TLS) id 15.0.1395.4; Fri, 9 Nov
        2018 12:49:44 -0600
        Received: from MCWMB1c.examplecorp.net ([fe80::115d:e5c5:81bd:ac95]) by
        MCWMB1c.examplecorp.net ([fe80::115d:e5c5:81bd:ac95%17]) with mapi id
        15.00.1395.000; Fri, 9 Nov 2018 12:49:44 -0600
        From: "Smith, Wes" <staffmember@example.edu>
        To: supportinbox <supportinbox@example.edu>
        CC: "person1@example.edu" <person1@example.edu>, "person2@example.edu"
        <person2@example.edu>
        Subject: direct email to the support inbox with 2 people on CC
        Thread-Topic: direct email to the support inbox with 2 people on CC
        Thread-Index: AQHUeFz7fLYGlMS+TEmXX+50ZeXyJA==
        Date: Fri, 9 Nov 2018 18:49:44 +0000
        Message-ID: <107B34DE-2AB4-47FB-9ED4-AC6F57699A44@example.edu>
        Accept-Language: en-US
        Content-Language: en-US
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      • In Polling email inbox for new tickets - problem

        Thank you. I realized after posting that I should have also added that the original staff inbox (bill@domain.com) is currently "onsite" and the ticket inbox (help@domain.com) is currently "offsite" in the microsoft 365 cloud. Our organization is going through a transition from an onsite MS Exchange server to a cloud hosted Exchange server. I'm not sure if this is part of the issue or not.

      • In Polling email inbox for new tickets - problem

        Our imap server is Microsoft Outlook 365 cloud hosted email. We're using a local installation of Outlook on Mac when copying the message from the staff mailbox to the imap mailbox.

        Server Information
        osTicket Version v1.10.4 (035fd0a) — Up to date
        Web Server Software Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips
        MySQL Version 5.6.41
        PHP Version 5.6.38
        PHP Extensions
        gdlib Used for image manipulation and PDF printing
        imap Used for email fetching
        xml XML API
        xml-dom Used for HTML email processing
        json Improves performance creating and processing JSON
        mbstring Highly recommended for non western european language content
        phar Highly recommended for plugins and language packs
        intl Highly recommended for non western european language content
        fileinfo Used to detect file types for uploads
        APCu Improves overall performance
        Zend Opcache Improves overall performance
        PHP Settings
        cgi.fix_pathinfo "1" is recommended if AJAX is not working
        date.timezone America/Chicago
        Database Information and Usage
        Schema osticketprd (localhost)
        Schema Signature 98ad7d550c26ac44340350912296e673
        Space Used 11.30 MiB
        Space for Attachments 8.44 MiB
        Timezone CDT (Interpreted as America/Chicago)

        Installed Language Packs
        English (United States)
        en_US — include/i18n/en_US

      • In Polling email inbox for new tickets - problem

        I hope I can explain this properly.

        We are having osticket poll an inbox (help@domain.com) for inbound tickets. But some users are still emailing staff directly (bill@domain.com) and not using the ticket's email address. When a user emails a staff member directly, the staff member is able to "drag" (ie. copy) the email from the staff's own inbox to the ticket's email inbox and it then gets picked up as a new ticket. (this works because the staff member has added the help@domain.com as a second inbox in their mail client)

        This was working well until we tried this process with a ticket that had multiple recipients. When we drag the email to the help inbox, the collaborators are not added. However, if an end user emails directly to the help inbox and adds additional recipients to the email it correctly adds the collaborators.

        It seems when the mail is copied to the help/support inbox it is handled differently than if it is emailed directly into the help/support inbox.

        Any ideas?

      • In inline images via email piping using Microsoft mail clients and MS exchange not working

        We're on a fresh installation of osticket trying to get email piping to work.  Local mail server is MS exchange and people use MAC and Windows outlook clients. Further, we have a forwarding rule in exchange that forwards the inbound ticket email over to our web server's mail system (linux) where the piping happens. To try to isolate the issue, I tried combinations of 3 different front end mail clients, and 2 different back end smtp sending servers.The combination that fails to bring the inline image into the ticket as seen in the web UI of osticket is #1and #4 below. (#3, turns the inline image into an attachment when the image is very small).  Switching to a linux smtp server with the same mac mail client makes it work  See screenshot for what it looks like in OST when it fails to process the image and for when it works fine.If there are any logs I can retrieve let me know and I will find them.  Since this is from the piping I'm not sure where to find logs.summary of results.1) Mac Outlook client (typical 100px image) -> local exchange -> osticketfailedblank2) Mac Outlook client (typical 100px image)-> linux smtp outbound server -> osticketworked3) Mac Outlook client (tiny 2px size image)-> local exchange -> osticketworked (but image was processed in OST as an attachment - it's not displayed inline)4) Windows 10 mail client (typical 100px image) -> local exchange -> osticketfailed5) Mac Thunderbird client (typical 100px image) -> linux smtp outbound server -> osticketworkedosTicket Version     v1.10 (901e5ea) — Up to dateWeb Server Software     Apache/2.2.15 (Red Hat)MySQL Version     5.5.56PHP Version     5.4.45

        Screen Shot 2017-09-06 at 2.28.25 PM.jpg

        Screen Shot 2017-09-06 at 2.30.21 PM.jpg