HESK version 2.4 RELEASE CANDIDATE

[lupolo]

Have installed this version ..

Maybe found something within the FAQ ..

I have add a new article and also have put some keywords in it, and made it public.

But wenn i add a new ticket and type some text what must match the FAQ it wont popup with this FAQ article.

[Klemen]

Try adding several more different articles as mySQL will not return "fulltext" search results if a keyword is found in more than 50% of articles.

[lupolo]

Try adding several more different articles as mySQL will not return "fulltext" search results if a keyword is found in more than 50% of articles.

Its the only one with a text " BTW ", that many FAQ articles i don't have. My English is not that well, do you mean add more articles with the text BTW?

[Klemen]

No, try adding more articles with any text.

Also note that using 3 letter words for searches will not work, because by default MySQL is configured to ignore words that are 3 letters or less. You would have to change your MySQL configuration to allow that.

[lupolo]

No, try adding more articles with any text.

Also note that using 3 letter words for searches will not work, because by default MySQL is configured to ignore words that are 3 letters or less. You would have to change your MySQL configuration to allow that.

Oke, did this and it worked. Thank you, also i diddent know it was limited to 3 letter

[lupolo]

Other question regarding the POP connection ..

I'am using this function nd it works fine, only thing wat i'am missing is wenn a customer reply's to a ticket it will be a new ticket and not automaticly merged within the already open ticket.

Is this normal? If yes, is it a big update to merge pop reply's to already open tickets? The connection could be the subject with the ticket id alreadt in there.

[Klemen]

It should be added as a reply, not as a new ticket.

However, the reply needs to have this in the email subject for HESK to be able to detect ticket as a reply:

Code: Select all

[#%%TRACK_ID%%]

So, default ticket subject for the customer is set to

Code: Select all

[#%%TRACK_ID%%] Ticket received: %%SUBJECT%%

Example:

Code: Select all

[#123-ABC-4D5E] Ticket received: Test ticket

When customer replies, the ticket subject should look something like this:

Code: Select all

Re: [#123-ABC-4D5E] Ticket received: Test ticket

However, if the customer modifies the subject (removes [#123-ABC-4D5E] ) HESK will not be able to recognize this as a reply to an existing ticket.

[lupolo]

Hello,

It wont go into the other mail? Could it be that the email doesent match?

ACE Software - X2A-3Q1-1643 - 38ss - Monique - Fwd: storing!!! - Beantwoord Guy

ACE Ticket mail-box - WL6-GBM-31W8 - 14ss - Guy Cramer - RE: [#X2A-3Q1-1643] Ticket received: Fwd: storing!!! - Nieuw - Guy Cramer

So it have created a new ticket and not add a reply (have modifyed the customers email into mine, and the category issentthe same)

[Klemen]

Yep, emails must match as well.

[lupolo]

That explanes mutch! have now tested it with the same mail also .. and it work's ..

Maybe for the future:
- auto attach the extra field names based on historic tickets from the customer (make the ticket complet)
- auto put a extra mail to the ticket, based on the supplyer (if employee submit ticket the boss also gets informed)
- also use the CC as extra email adres

[lupolo]

POP3 fetching mail:

1. Is it normal that the pop3 connection doesent delete the mail after it has connected and read the mails? If yes will it come in the new version, or is it easy to MOD this?

2. Is it a idea to add a button next to the test connection (force fetching email)?

3. Also the pop3 connection diddent worked anymore, so i have retyped the password and now its working again (will monitor this now)

[Klemen]

#1 - HESK gives command to delete mail, but I guess that depends on your mail server software.

#2 - a good idea, yes.

#3 - not sure how that happened. Let me know if you find out any details.

[wed]

hello,

sorry for my English

I want to thank you for this new version 2.4 RC.

I am currently testing the new functionalities
Email piping particular function with pop3 fetching, thank you all that is excellent

I receive attachments with the perfect conditions attachments

1) I encounter a problem when an image is copied into the message body. (as a screenshot)
the image does not come attached files.
is it possible to receive the attachment ?

note 06/07/2012:
i have found a little bug
I also just tested the attachments with accents. file names are truncated with accents and we can not open them in the ticket
the file copies itself well in attchement with the proper name extension


2 a) is it possible to have a place to set up reception tickets in a desired category. this happens by default in Category 1.


2 b) is it possible to configure multiple email accounts (with their configruation server and password) to receive the ticket in a category.
example:
mysupport@domain.com to category 1

mysupport2@domain.com to category 2

information@domain.com to category 3

thank you for your response

[Klemen]

I will look into the bug reports, thanks.

As for selecting category/different email for each category - this is something I plan to add, but won't be in 2.4 yet I'm afraid.

[Klemen]

Wed, could you check if this fixes your file names problem please:
http://www.phpjunkyard.com/extras/pipe_functions.zip

Upload this file into your "inc" folder, then test.

Thanks!