Email to ticket

n0legs33k3r

I'm a bit thrown off here:

Got IMAP and SMTP Working. IMAP Specifically showed a test successful but no emails route through the ticketing system (incoming)
Cron is setup as well with accurate matching keys

Issue:

Whenever I send an email from the ticketing system (to lets say a dummy client I created). It does create and show that the ticket was created successfully. However, it's not using the names of the mailboxes (Support, Billing, Noreply, etc).. it's only using the email address I have setup under the IMAP/SMTP Credential settings. At first I thought it was a test after reading: https://forum.itflow.org/d/663-email-test-email-from-name/4 which is what led me to create the dummy client account in the first place.
Also, whenever I reply to the ticket thread (from dummy client email) it doesn't route that update via Itflow. It just sends it directly to the mailbox (via g-suite). Something I'm missing here?

Can disro groups be used (I use Google Workspace) in order for this to work properly? (current setup)

Thank you for all of your help… thus far. I've learned alot along the way..

wrongecho

Hey,

but no emails route through the ticketing system (incoming)

You mentioned you have Cron configured, but I wanted to check that you have the extra Cron files setup too - the one for ticket parsing is cron_ticket_email_parser.php.

Also see https://docs.itflow.org/ticket_email_parse for details.

n0legs33k3r

By default I know cron_ticket_email_parser.php is a job that is shown running in crontab. Which If I'm not mistaken if left in asterisks means it runs every minute? By your suggestion would I have a second email_parser.php task running?

Current Cronjobs via "Crontab" -l

wrongecho

I just wanted to ensure you didn't only have Cron.php running. It looks like they're all in Crontab so that's great.

I'm assuming that when you test the IMAP credentials in the Mail tab, it shows a success?

Is there anything in the ITFlow audit logs at all?

What happens if you manually invoke the email parser file on the command line, so that you can see the output in real time? You might have to suspend the Cron job and wait a short while as there is a lock file used to prevent multiple instances of it running.

n0legs33k3r

I'm assuming that when you test the IMAP credentials in the Mail tab, it shows a success?

Yes,

Is there anything in the ITFlow audit logs at all?

Nothing that shows any type of failure, just ticket creation, email sent from tests. I see logs of "Public replys" when I reply as the tech from the ticketing board myself but nothing as far as incoming email.

What happens if you manually invoke the email parser file on the command line, so that you can see the output in real time? You might have to suspend the Cron job and wait a short while as there is a lock file used to prevent multiple instances of it running.

Hmm, have not done this yet. I'll see if I'm successful and check back in.

n0legs33k3r

HA! I've wiped and tried this over so many times I causally scrolled over and didn't see this.. these two weren't flicked on.

Bigbug

n0legs33k3r glad it worked out for you :-)

It helps to look at the docs… for next time

https://docs.itflow.org/ticket_email_parse#email_ticketing

n0legs33k3r

Yep… as suspected I'm getting notifications now via the support board.. ha for ticket updates.

Although I need to still get ticket creation working (if for example someone opens a support request from an email)

Is there anything I can do as far as the "sender" or is this just expected behavior regarding the SMTP credentials.

wrongecho

Ahh yeah, helps if it's turned on haha!

Ticket creation will occur if a registered contact emails in. Additionally, if you configure the client domain under the Domains tab, any email from the domains specified will also generate tickets & contacts.

Emails from unrecognised/non-registered contacts are currently just ignored (but flagged for review).

However, it's not using the names of the mailboxes (Support, Billing, Noreply, etc).. it's only using the email address I have setup under the IMAP/SMTP Credential settings.

-

Is there anything I can do as far as the "sender" or is this just expected behavior regarding the SMTP credentials.

I think this is all dependent on your SMTP Server respecting the From name that ITFlow suggests.

n0legs33k3r

wrongecho

"I think this is all dependent on your SMTP Server respecting the From name that ITFlow suggests."

Got it, I'll see what I can do to get Google workspace to play nice.

Thanks again, you can close this out.

Bigbug

n0legs33k3r I also use Google workspace

you have to set this up in the primary mailbox (the one you connect to with via IMAP/SMTP)

go to: https://mail.google.com/mail/u/0/?tab=rm&ogbl#settings/accounts

and make sure that you can send emails "from" the aliases you specified in ITFlow

if you have non set up there just "Add another email address"

And then you have to confirm that you own this email address

and follow the next few instructions on the next prompt

n0legs33k3r

Bigbug

Dude thank you! This helped alot.

Did you happen to break your SMTP settings within ITFlow when updating it to the new aliases? I tried new app passwords but no luck.

Bigbug

n0legs33k3r I had no issues. tell me your exact setup?

n0legs33k3r

Bigbug Nope nevermind I don't have any issues! Just had a slight hiccup 🙂 which was a typo on my end when I went back and checked.