Missing Tickets

[Klemen]

Oh, I assumed you tried with original again after my post saying

Ok, so if you use the *original* hesk_pop3.php but this new modified pipe_functions.inc.php it works fine?

If you try the original hesk_pop3.php that error should be gone now. However, this was not the cause of your problem as some code in my modified hesk_pop3.php was responsible for it and it doesn't effect parsing of tickets.

I'm stumped. I really have no idea why the ticket wouldn't appear - without any related errors in the pipe file and a generated notification email.

[allawrence]

Just to make sure that I have given you all the info I have:

(1) Using the 2 new versions of the "piping and pop3" php file
(2) I send an email to the email address setup for Email ticket
(3) I run the 'pop3' script from the browser. It appears to take an inordinate amount of time (numerous executions) before it recognizes that an email is present
(4) I receive a reply with the following verbiage (shortened):
This is to acknowledge receipt of your query as defined below:
_____________________________________________________________

ANother Test #14

_____________________________________________________________

To help track your query, we have generated a Support Ticket. The ticket number is S39624-T65. Please include this ticket number in all your communications with us.
(5) The 'ticket number' does NOT appear on the open ticket screen. Email does not contain a 'tracking id'
(6) On occasion I am also getting a few emails being retrieved from the server that do not come from the email address setup for tickets. Those emails are being sent to my MAIN email address and then being picked up, a ticket created for it and THAT ticket will appear on the open ticket display... very strange indeed!
(7) If I create a new ticket from the admin module then all works as advertised...

I use 1and1.com as a host, in case it matters...

Perhaps some of the above will help... Starting tomorrow, I will be out of pocket until Friday afternoon

Al

[Klemen]

(1) Use the original hesk_pop3.php (from 2.4) and the new piping functions file (attached in one of my previous replies)
(2) OK
(3) This is normal, it takes some time for emails to arrive to email boxes, especially on large hosts with many websites
(4) I presume you modified email templates to receive such an email? Also, the ticket number format is not one that HESK would generate? It should be in XXX-XXX-XXXX format! Are you using customized files?
(5) OK, you seriously have unmodified original HESK 2.4 files here??
(6) HESK cannot get any email that is not either piped directly to hesk_pipe.php or fetched from an email account using hesk_pop3.php - no way.
(7) OK

What I would do in your case is:
1. backup all your HESK files
2. go to HESK website
3. download HESK 2.4 again
4. upload ALL HESK 2.4 files again to the server, including all email templates and language files, EXCEPT these files:
- footer.txt
- header.txt
- hesk_settings.inc.php

This way you will have all the latest, clean and unmodified files. Then test it.

[Klemen]

P.s.: if you want me to test your help desk, I would be happy to do so. If you don't want the URL published here, you can send it to me in a private message.

[allawrence]

(1) Use the original hesk_pop3.php (from 2.4) and the new piping functions file (attached in one of my previous replies)
(2) OK
(3) This is normal, it takes some time for emails to arrive to email boxes, especially on large hosts with many websites
(4) I presume you modified email templates to receive such an email? Also, the ticket number format is not one that HESK would generate? It should be in XXX-XXX-XXXX format! Are you using customized files?
(5) OK, you seriously have unmodified original HESK 2.4 files here??
(6) HESK cannot get any email that is not either piped directly to hesk_pipe.php or fetched from an email account using hesk_pop3.php - no way.
(7) OK

What I would do in your case is:
1. backup all your HESK files
2. go to HESK website
3. download HESK 2.4 again
4. upload ALL HESK 2.4 files again to the server, including all email templates and language files, EXCEPT these files:
- footer.txt
- header.txt
- hesk_settings.inc.php

This way you will have all the latest, clean and unmodified files. Then test it.

Downloaded v2.4 again, sent email, ran url for pop3.... received that SAME email format as before, ticket not displayed on open ticket screen... ie: nothing changed (oh, wait, NO errors displayed as before)

AND I did not create a new Email format/template... since I replaced EVERYTHING , except the 3 things you said not to, I have to assume that the Email format, etc is coming from HESK!

[allawrence]

P.s.: if you want me to test your help desk, I would be happy to do so. If you don't want the URL published here, you can send it to me in a private message.

I would appreciate your offer and will take you up on it...

The URL would be the one pointing to the pop3 script?

Will send it privately when you respond

Al

[Klemen]

If possible send me:
- URL of your pop3 script
- URL of the help desk (customer interface where I can submit a ticket)
- email address you use for POP3 fetching so I can send a test email

[karol]

Hello,
I am testing 2.4.1 version nad have the same situation.
If there is more then one email in inbox to import it to HESK the hesk_pop3.php importing only the first oldest and the rest is not importing. The rest is just disappeared form inbox and not appear in HESK as a new tasks.

Debug show:
"...

There are 3 messages in the mail box with a total of 10138 bytes.
Parsing message 1 of 3.
Ticket 87G-MPP-E9YM created/updated.

Parsing message 2 of 3.
Ticket NOT inserted - may be duplicate, blocked or an error.

Parsing message 3 of 3.
Ticket NOT inserted - may be duplicate, blocked or an error.

..."

Some rules of SPAM was run?
How to correct it?

BR.
Karol

[Klemen]

HESK will block multiple emails with the *same* message, so when testing make sure you use a different message for each email and make sure you are not reaching "Email loops > Max Hits" limit as set in the HESK settings.

See also
viewtopic.php?f=13&t=4281