POP3 fetching and 2.5

[TimPSNC]

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The new Keep a Copy feature of the POP3 fetching doesn't work- although it leaves the copy in the folder, it then creates a new ticket for the same email when the cronjob is run again unless the email is immediately removed from the inbox being polled.

As my cronjob runs every 15 minutes it could result in me having 64 tickets made from just one email if an email comes in at 5pm.

It needs to recognise that a ticket has already been created and not create a new one.

Also, should I be reporting any bugs individually like this or would it be better to have it in one thread?

[Klemen]

Correct, Hesk doesn't keep track of which emails have been processed and which not, it's something the POP3 server should do.

The new Hesk setting simply doesn't mark POP3 messages for deletion - it may need a better clarification though.

And yes, a new topic for each problem helps keep things organized and easier to lookup.

[Klemen]

On the second thought it would indeed be good for Hesk to keep a list of IDs of messages already downloaded.

I will see if I can include this in a small update (2.5.1) when ready.

[gurdain]

Yes this would be useful.

I noticed tickets were being created like crazy.

Another feature I would recommend is an easier way to customise notifications to staff and customers from the backend.

[gurdain]

One workaround I suppose, would be to forward the emails to a 2nd account which is not fetched by Hesk.
Then you could turn off "keep the mails on the server" and I'm guessing you'll still have all the emails in the 2nd account....unless Hesk pulls them off the server before they get forwarded....

Will test

[peopleinside_it]

I have Hesk 2.5 and fetching activate with keep a copy setting ACTIVED ON YES, but email are deleted from server after new ticket is opened. How can fix this?

[peopleinside_it]

I have Hesk 2.5 and fetching activate with keep a copy setting ACTIVED ON YES, but email are deleted from server after new ticket is opened. How can fix this?

I have desacteved support from mail for now becouse i'm lost all email arrive on two different website and server and installation of hesk 2.5

[peopleinside_it]

Also in the other server email are not deleted now and a ticket is opened for the same email every 5 minutes.

[Klemen]

POP3 protocol doesn't have a way of remembering which emails have been set and which not.

Some email software has this option and this is why it has been added to HESK, but if it doesn't work on your server you better turn it off.

[peopleinside_it]

POP3 protocol doesn't have a way of remembering which emails have been set and which not.

Some email software has this option and this is why it has been added to HESK, but if it doesn't work on your server you better turn it off.

Can you give me some name of supported email software?
So i have see in other software can be add a comand to move an email after open the ticket so email are moved to backup folder and email are not lost if alredy mail can't be identified.. replace the delete with move email to other folder

[Klemen]

Some web services like Gmail do this.

Your best option would probably be to copy all mail to a different account for backup, not using this feature.

[TimPSNC]

Just wanted to check if this had been included in the 2.5.1 update?

[Klemen]

I'm afraid not, just the changes that don't require modifying language files have been included in 2.5.1

[malsarkhi]

Hi ,

I have Hesk 2.8.2 and my HESK creates tickets from E-mail via pop3 fetching with activate keep a copy setting ACTIVED ON YES, when I ran cron job every 15 min my Hesk create new ticket then the ticket was opened for the same email every 15 minutes. How can i handle it?

[Klemen]

Unfortunately, that's a limitation of the POP3 standard - whatever your server sends to Hesk, Hesk will process it.

The solution would be to switch to IMAP instead. IMAP protocol can send only unread emails to Hesk and you will avoid that happening. Or, if you use POP3, you will have to disable "Keep a copy" setting.