Support Tickets - Email piping issues

Email piping issues

HelpDesk 04.05.2016 411 Support Status: Closed Solution: Yes goldstrikn


Hi Jerome,

I keep getting a lot of emails showing the following:

email subject: Email Piping

body: Ticket/Answer from myownemail@email.com has not been created.

I checked with my webhost and they don't produce such emails, so it should be coming from your script. The good thing, is that eventhough it shows that, the tickets are still created from client.

That email comes in both; when ticket is created and replied.

I'm not sure what the issue is with email piping, it is somewhat buggy for my server. I want to overcome that.

Also, I noticed something that a customer replied from his email client, but the answer of such ticket never came through. I went over to see the actual email log and found that his answer was there, but it showed that his reply had an appended email from my earlier reply. So, maybe in this situation, the script (or pipe.php file) didn't pass or recognize the info, and thus the reply never came in through the ticket system.

I can provide screenshots, if there is a way to do that.


Replies (8)

  • avatar Jerome

    Thank you for opening a support ticket.

    The email you receive is coming from the pipe.php file added in 1.5. So some where it fires an error and it does let you know about it. You wrote the ticket get's created or the answer but you still get this email?

    04.05.2016 0
  • avatar goldstrikn

    Yes, I still do, and I have the latest 1.5.1 version, although the latest version didn't show and updated pipe.php file

    04.05.2016 0
  • avatar Jerome

    Ok, I will run some tests with different email clients and get back to you asap.

    04.05.2016 0
  • avatar Jerome

    We have run some tests in Gmail, Hotmail and Apple Mail without any issues. New as well as answers are all handled correctly on our test servers.

    Could you please send me the settings you have for the tickets. Also the email address you use for support is only for support and is not used anywhere else in the system?

    04.05.2016 0
  • avatar goldstrikn

    I wish you had a way to upload a screenshot. The email used for support ticket is only used for that purpose. In fact I have on the settings to prevent guest to use email to ticket. When I did that on my prior support question for you, it created a bad bug, and I reverted to old db backup and that stopped it.

    Let me know if I can send you screenshots or maybe teamviewer if it helps.

    05.05.2016 0
  • avatar Jerome

    We have done both tests as a guest and as a client and had no issues.

    Please install a test system on the same server a test email address for piping for that test system and send us full access (ftp, operator login and control panel login).

    Please use following form: https://www.jakweb.ch/access-form

    Thank you very much.

    05.05.2016 0
  • avatar goldstrikn

    Sorry for late reply. I wont be able to do this soon, but maybe by the end of the month. I'll reply back to this ticket when I will create a new test installation to conduct a seperate test.

    11.05.2016 0
  • avatar Jerome

    Maybe use the PHP IMAP feature in the upcoming release?

    30.06.2016 0