Email to ticket not working

NicholasChanCJ

Hi there,

I have been testing ITFlow to get an idea how it works. Gotten the email configuration working, some test customers up and now testing the ticketing system.

I sent a test email to xxxx@mysite.com and waited for 2 days. That test email was never caught by ITFlow Support Tickets. It was not in "unassigned". Cron seems to be working.

What might be happening?

johnny

When opening a ticket via email the FROM address needs to match a contact's email under a client

NicholasChanCJ

It seems I figured out what the issue is.

If the sender of the email is not a Primary Contact, the ticket will not even be put in the Unassigned ticket.

Is there a way that unknown senders could be put as Unassigned? Or maybe a completely new category called "Unknown Sender"? Then possibly having the option of assigning those unknown sender email address to a Client record when opening the ticket?

johnny

its all possible but the idea is to limit the amount of spam coming through.

The ideal way of handling this is to add all the contacts for a specific client under the contacts section.

We do this as this is also useful for billing per seat

smcs

@NicholasChanCJ I had kind of the same issue and I asked for a feature/change be added so it checks all domains associated with a client, if the domain matches then a ticket is created and the contact is automatically created as well. The automatic creation is already there but right now it only checks clients\contacts to see if the domain exists, if they implement what I asked for then it would check the Domains section under the client as well as contacts.

NicholasChanCJ

@johnny Understand the concern about spam. Why not allow this to be something the user can choose? Meaning there is an option which we can activate to "accept all emails as unknown/unassigned tickets". Then we can sort out the spam from actual tickets accordingly.

@smcs I can understand how your model works for a domain wildcard, however in my use case I can be receiving emails from multiple stakeholders for that particular site which would not be within that domain, thus my request is more of a "catch-all and sort it out".

NicholasChanCJ

I faced another issue/error on mails.

When I did the first test ticket from a known email account, it failed to send because the SMTP server was set to TLS which I then later changed to SSL (about 8 hours later).

What happened is I saw there were 6 failed attempts to send out that ticket via email, and after I configured the SMTP to SSL, that failed attempt was never re-attempted again. Is there a way to have the system attempt a re-send up to a certain specified number of attempts? Such as 10 attempts (or unlimited), and perhaps even more granular, to set the time between each re-attempt?

smcs

@NicholasChanCJ totally understand as I asked for this same feature a couple weeks ago. Have an option to turn on or off all. I am in the same boat as you, I have emails coming in from several different domains that all pertain to the same client.

wrongecho

@NicholasChanCJ

Regarding the ticket creation for unknown contacts/domains, please see here. The major challenge at the moment is that tickets must be raised to a contact, and a contact must be created under a client. We need a way of being flexible with this, and then later allowing the contact/ticket to be moved together under a client.

I'll let @johnny reply regarding the mail queue system as that's fairly new and I'm not too familiar with the code yet.

johnny

I will add an option to force push failed email this week under mail queue

johnny

Force Email option has been added: The way it works if Mail Failed more than than 3 time then a button will show next to the failed mail message click it and it will reset the attempt back down to 3 and try again. We also display the mail queue ID as well for each email.

https://github.com/itflow-org/itflow/commit/3d5c09abd03234ad8790a81dffd8f63bcc3f91aa