Support Tickets Page

azariel

Hi,

I setup ITFlow on a new Ubuntu VPS using the installation script. I've got incoming/outgoing emails working properly (I did randomly run into an issue with one ticket constantly adding the same response to the ticket until I closed it). I'm noticing an issue on the Support Tickets page when new tickets are created. The system shows that the ticket is there, but when I click on Unassigned Tickets | 1, the are no tickets there. If I go to the client and view tickets there, I can see the ticket and assign it to myself. When I go back to the main Support Tickets page, I still can't view the ticket even after clicking on My Tickets > Active Tickets (1). All I see is no results.

azariel

Just to add…1 hour after creating the ticket (created from an email), the ticket just showed up on the actual Support Tickets page.

Update:
If I create a ticket directly in ITFlow, I don't have this problem. The tickets appear properly under this tab immediately. However, I am noticing strange behavior when a new ticket is created. The initial email the customer receives has this in the subject "Ticket created - [Ticket#1#TICKET_AGENT#4] -" instead of the actual ticket number.

wrongecho

Hey @azariel

To be clear here, is the issue you're having around the email to ticket parsing?

azariel

Hey, sorry if I am confusing you…

When I submit a ticket over email (acting as if I am a client), within a few minutes I can see an indicator that I have an unassigned ticket under the Support Tickets page. However, the ticket is not visible on this page. If I go to the client > tickets, I can see the new unassigned ticket there. After assigning the ticket to myself, if I leave the client and go back to the main Support Tickets tab, I am showing to have 1 active ticket, but the page doesn't show me any tickets. I get the "no results" message.

Shortly after I created this post, the ticket is suddenly visible on the main Support Tickets page. It took ~ 1 hour to appear.

To add to the comment I made in my initial post, I am also having an issue with the email parser it seems. One of the tickets continuously tries to update with the same response even after closing the ticket.

Update:
I just tried creating another ticket over email to see if that was just some one-time issue I had earlier. This second ticket is visible after a few minutes under the Support Tickets tab. Maybe that was a 1 off situation or whatever was holding things up fixed itself? Not sure.

wrongecho

There are a few ways to raise a ticket, but the email to ticket parser tends to be the source of any weird bugs like this. From what you've said its definitely the component you're having issues with.

A few questions:

Did you already create that Gmail address as a contact before raising the ticket?

Was the email being moved to the ITFlow mail folder after the notification that it tried to reopen a closed ticket?

If you navigate to ticket #101, does it actually say ticket_id=1 in the URL (to match the ID in the notification)?

Where is your mail server running?

You mentioned before it was saying something about #Agent# in the email. Could you share a screenshot please?

Could you share a copy of the email that looped (as a eml)? If so, let me know and I'll PM you so you can privately share the link. I'm asking for this as sometimes the parser fails to process all of the message so quits, and then retries - over and over. It'd be good to know what about the message caused this if this is the case.

Thanks!

azariel

Yes, I created the Client/Contact before I created the ticket. This is actually my second attempt at this, I setup a docker container first (which I prefer to use) but I could not get the emails working, they just stayed in the queue.

That mail was not moved to the ITFlow folder/label (gmail account). I only see it in the inbox

Ticket #101 shows up as ticket_id=1 in the URL

I'm assuming you're talking about the IMAP account? I created a gmail account for this. At the moment I am sending in an email to helpdesk@mydomain.com and it's forwarding the email to the gmail account. For outbound, I am using SMTP2GO

So, emails that I am creating directly in ITFlow send an initial email to the customer with a title like "Ticket created - [Ticket#1#TICKET_AGENT#4] -". If a ticket is created by email, the customer receives a proper subject title such as "Ticket created - [Ticket#105] -"

And yes, I can send you an eml.

wrongecho

azariel

We've removed the customization proof of concept that was probably causing the weird subject when the tech/admin created the ticket in the portal. I have a feeling that your use of Ticket# was somehow breaking the customization causing it to show #TICKET_AGENT# (as it also relied on hashes).

I think we've identified the cause of the email loop. Some code was recently added to the email parser to notify agents their ticket had a reply, but there was a small typo. This bug would only trigger if tickets were assigned to an agent already.

I still can't reproduce new tickets not showing up in unassigned - the only thing I can think is browser cache, especially as you're using Cloudflare. It might be worth us adding a header to the tickets page to bypass caches?

Please update and let me know how you get on with the other points.

psiiota

I am seeing this bug occasionally aswell, have not been able to reliably reproduce it though.

johnny

I have too but havent had much in between time to figure it out.

johnny

We have recently completed an extensive audit and update of our mail functions, which included numerous bug fixes and thorough testing.