Support Tickets - Ticket/Answer from has not been created

Ticket/Answer from has not been created

HelpDesk 01.06.2016 351 Bug Report Status: Closed Solution: Yes goldstrikn


Hello,

I'm having an issue with customers responses not created in helpdesk. The customer that respond from his/her email client which I noticed it doesn't create the response in the ticket, are from the ones that have logo (image) in their signature.

Just a note, on my webmail, it does show the following:

"This part contains an attachment that can not be displayed within this part:"

And what that is is their signature logo.

Then I get automated email piping showing "Ticket/Answer from example@email.com has not been created".

I have installed your latest helpdesk 1.5.1, nothing modified as far as pipe.php file

Is there a way you can assist?

Thanks,


Replies (7)

  • avatar Jerome

    Thank you for your ticket, We will run some tests.

    01.06.2016 0
  • avatar goldstrikn

    Thank you. If it may help, the replies from emails that are from France are the ones showing this issue. I mention it because it may help troubleshoot (maybe special characters?).

    01.06.2016 0
  • avatar Jerome

    So far all our tests have been working fine.

    What is your server standard encoding?

    05.06.2016 0
  • avatar goldstrikn

    what do you mean by standard encoding? if you have time have teamviewer we can go over live togehter. Let me know how to provide you with details

    05.06.2016 0
  • avatar Jerome

    Is your server using UTF-8 by standard or something else?

    To check if you have SSH access, please run

    locale

    There should be a report what is currently in use, otherwise you might have to ask your host.

    05.06.2016 0
  • avatar goldstrikn

    ok, I think I found the issue, and I hope that I'm clear and that you grasp my logic (or thought). I noticed that I get this error of the pipe not creating a ticket is due from emails that replies from customers that show with "RE", for example: RE: I need help with your latest software.

    But, all the replies that start with "Re" do come in just fine. Also, replies that omit or delete the word "Re" in the reply subject line, the answer doesn't come through in the ticket thus it wont record/save it.

    Please see here for reference (look towards the comment from user Peter Eisentraut) http://english.stackexchange.com/questions/2517/regarding-re-what-is-the-correct-usage-in-an-email-subject-line

    It ultimately has to do with encoding on the clients side, it uses Western European ISO and may not encode/decode properly to utf-8.

    So, if you can please find a way to modify the line in pipe.php to allow these characters to work so that I can receive those ticket answers it would be greate.

    I hope my explanation is clear and doable.

    Thanks.

    05.06.2016 0
  • avatar Jerome

    If the subject line gets changed manually and it is missing the id of the ticket it can't create the answer. The system does not know where to put the answer.

    05.06.2016 0