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Ever since upgrading to 2.5 Hesk randomly cuts of occasional tickets- its happened about four times so far (out of about 35 emails). A couple have cut out after a sentence but a few after a couple of paragraphs. I think they are just doing it on POP3 emails, rather than the form.

Has anyone else experienced this or know how to fix it?

Tim

This could be due to wrong encoding in emails (encoding not matching what the emails headers say).

If you have any sample emails that get truncated could you forward them to pop3test AT hesk DOT com?

Hi Klemen

I sent the email onto you- have you had a chance to look at it? I think emails being sent out are also being truncated

Thanks for your help

Tim

Hi Tim,

Sorry, didn't know you sent it - I don't check that mail unless somebody tells me they have sent something

Anyway, it is an encoding related problem.

Try uploading this modified email_parser.php file to your "inc/mail" folder and let me know if that helps with the issue:
http://www.hesk.com/extras/hesk250_email_parser.zip

Thanks Klemen, though I'm getting a 404 when I download

Fixed link: http://www.hesk.com/extras/hesk250_email_parser.zip

I downloaded it but can't unzip it- it comes up with an error and the php file is empty. Is this me or has it become corrupted?

Tim

Hmm, perhaps I uploaded it in ASCII

Try again please.

Thanks, I've uploaded it and will let you know if it works!

Thanks for your help

Tim

Had this same issue on a new install of 2.5. I've put the new parser in place and will let you know if problem continues. Just saw the problem for the first time today.

Todd

Did any of you have these problems with tickets submitted through the online form? Or was it just the email ones?

Just emailed ones for me, I think

I'm having the same problem with POP3 Fetching. I tried the new email_parser.php, but that stopped the fetching from working at all (received emails at the POP server were not fetched). The emails were retrieved when I went back to the original 2.5 file.

I'm having the same problem- when I tested it emails were being fetched as normal, however I've just checked and no tickets have been imported- all are waiting in the inbox.

Tim

That's strange, I just tested the file and works fine here?

If you enable debug mode (settings > help desk > features > debug mode: ON) and open hesk_pop3.php in the browser, what message do you get?