Public Comment & Email doesn't send any emails

Flerp

Client sends email to ticketting@domain.com
Ticket is created from the auto parser
Client receives email that a ticket has been created
Technician responds via the ITFlow app selecing Public Comment & Email
No email is sent to Client with the response

wrongecho

What do you see in Admin/Settings > Mail queue?

Flerp

I see the initial email that is sent to them alerting them to a ticket being made, then nothing. ITFlow does not attempt to send them any emails for the responses at all, but it is capable of sending email in general

This is true for:
1. Tickets created using the ITFlow application
2. Tickets from the auto parser
3. Tickets created with the client/contact already exisitng
4. Tickets created without the client/contact existing (Auto parsed)

wrongecho

Depending on how you installed, you may or may not have a Cron job setup for sending mail.

It's also possible that your SMTL settings are wrong.

https://docs.itflow.org/email_config

https://docs.itflow.org/cron

Flerp

wrongecho

That is not correct because it sends out the emails just fine alerting them that a ticket has been created. It does not attempt to send emails for ticket replies only

Other forms of the app sending emails are working correctly

The crontab shows
cron.php
cron_ticket_emailparser.php
cronmail_queue.php

Just the app does not attempt to send an email, in any way, when using "Public Comment & Email" to respond via the app

It does not hit the queue, it does not fail to send an email, it just never seems to attempt to create and send an email at all

Installation was done via the script last week on ubuntu 24.04.1

wrongecho

Flerp

Oh I misread your last reply to mean it they all made it into the mail queue..

wrongecho

The ticket contact definitely has an email and you're definitely using Public Comment & Email?

Do they get a notification when you resolve the ticket?

What happens if you delete the contact and recreate them?

Flerp

Okay I figured it out
When creating a ticket (from the parser or from the app) no contact is added, so it does not determine that there is anyone it SHOULD send the emails to.
I manually added the contact and sent a Public Response and Email response and it emailed out my response correctly.

This is a little awkward, as I would think when receiving a parsed ticket it would automatically add the sender as a temporary contact on the ticket for email responses, but it is functional.

wrongecho

I see, so the ticket didn't have a contact?

Contacts need to be associated with a client. How do you suggest ITFlow determines the client in the case of an unknown inbound email?

Flerp

wrongecho
I would suggest having ITFlow create a temporary contact with a temporary client for unknown emails, or just a temporary contact if the domain matches a domain owned by the client in the asset management side of ITFlow
It could be named ClientUIDofEmail and ContactUIDofEmail and then destroyed after the ticket is resolved/closed

This would allow for immediate response in user down/site down situations without having to stop to create a new contact/client, though this is only an issue while I migrate all of my documentation into ITFlow

This is not extremely important now that I understand the behavior of the app, I was just making an assumption that it was doing what I outlined above

wrongecho

Flerp

I would suggest having ITFlow create a temporary contact with a temporary client for unknown emails

This was all I've been able to come up with before, and it didn't seem worth adding because you'll just end up with hundreds of orphaned contacts due to spam.

just a temporary contact if the domain matches a domain owned by the client in the asset management side of ITFlow

This is already implemented, if the senders email domain is added as a domain in ITFlow a contact will be created automatically. Was this not working, or do you not have the domain added yet?

wrongecho

Flerp

FYI, this PR fixes this behaviour for anonymous/guest tickets - it adds them as watchers as well. Adding domains is the real fix, but this is just a little more polished.

itflow-org/itflow1122

Flerp

wrongecho
The client had no contacts as I have been chipping away at the data entry
Initially I imported a client list with no additional info, just the names

wrongecho

Flerp

Gotcha. If you add the domain under "Domains", it should create the contacts for you in future.

wrongecho

I've adjusted the behaviour when a ticket has no contact so it's a little clearer nobody is set.

abudabou

I think I am having the same issue as well:

wrongecho

Flerp's issue was related to a misunderstanding of how email parsing works. Please start a new thread for your issue.