Onedrive emails stopping email to ticket

[heskymcheskface]

Hello,

We have been using Hesk helpdesk for a few months with our reprographics department and have noticed an issue with creating tickets form email.

Whenever a member of staff shares some files from OneDrive with the email address associated with hesk, the system will not create a ticket for it and stops creating tickets from email all together. The emails are of the type that reads

"Mr x has shared a file with you" and a link to open it in a blue box

When someone copies a link to a OneDrive file into a normal email it works fine.

if we manually remove the OneDrive emails from the mail box and restart the serve3r it will carry on creating tickets again.

Has anyone experienced this or know any way around it?

Thanks

[Klemen]

It probably comes form a "no reply" email?

Those will be handled better in version 3.3.0, but for now you can manually allow them:

1. download and install Notepad++
2. open file /inc/pipe_functions.inc.php in Notepad++
3. find and delete this block of code (lines 437-411 in version 3.2.5):

Code: Select all

	// Check noreply email addresses
	if ( preg_match('/not?[\-_\.]?reply@/i', $tmpvar['email']) )
	{
		return true;
	}

4. save, upload and test

[heskymcheskface]

Hello,

Thanks for the speedy reply.

I have implemented the change and restarted the server and will monitor to see if this solves the issue.

Thanks

[heskymcheskface]

Morning,

Unfortunately this has not solved the issue. I have come back after the weekend and there are emails in the mail box that have not being converted into tickets, the oldest one of them being a OneDrive share again?

Thanks

[Klemen]

Can you send a sample email that doesn't get processed to pop3test AT hesk DOT com?