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new ticket via pop3 fetching not showing up in admin_main.ph
Posted: Tue Sep 03, 2013 6:24 am
by dr_patso
just upgraded to 2.5.1 and am beginning to experiment with pop3 fetching
Hi,
I am able to create a new ticket with an email to the inbox in use by pop3 fetching. It doesn't show up in the main ticket list until I make a change to the ticket... changing the status worked.
1. email
hesk@domain.com
2. receive email that ticket is generated
3. ticket not showing in admin_main.php
4. I can see other tickets unassigned with whatever status/category etc.
4. I can search the tracking ID of new ticket included in the ticket received comfirmation email from hesk then change status and it appears in my list..
I originally though the status of NEW was causing the problem, but I could set the ticket back to new and it continued to show up under admin_main.php
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 6:31 am
by dr_patso
If the requestor/ticket creator responds to the ticket received confirmation email, the ticket begins to show on the main page. This further confirms my suspicion that any change to that new ticket will cause it to show up.. Something weird with print_tickets? You think the staff should see that newly created ticket from pop3.
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 7:05 am
by dr_patso
auto-assign disabled in broad hesk settings
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 2:47 pm
by Klemen
If a ticket is submitted over the HTML form it shows up fine?
It doesn't matter to HESK if the ticket is submitted using the form or POP3 or whatever means. It doesn't make any difference in the database.
So it must be one of the following:
1. permissions issue
2. "Show tickets" filter settings issue
3. modified files issue
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 6:24 pm
by dr_patso
Hm, they don't show up if submitted over the HTML form either.. Could have something to do with not having a default status of NEW??? I make all my tickets start off with "in progress" status.
What could be different about the /admin/new_ticket and /admin/submit_ticket that makes it work there??
I have modified my ticket_list but just different columns.
I have modified my admin_main.php file but just removing the "new ticket" link for users who don't have permissinos to assign tickets to self.. I did the same modification to "show_tickets.php"
I'll try bringing those files back to stock and see if it corrects my issue.
Another note.. Updating time on non-viewable new ticket does not cause them to appear..
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 6:34 pm
by dr_patso
bringing,
/admin/admin_main.php
/admin/shows_tickets.php
/inc/ticket_list.inc.php
the default did nothing... What other files could I have edited to mess this up? /admin/new_ticket.php /admin/admin_submit_ticket.php ?
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 6:40 pm
by Klemen
inc/print_tickets.inc.php
inc/assignment_search.inc.php
inc/prepare_ticket_search.inc.php
?
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 9:30 pm
by dr_patso
I will do some more testing, thanks Klemen and sorry to bug you. It is a weird bug I have created here. The price you pay for customization.
Re: new ticket via pop3 fetching not showing up in admin_mai
Posted: Tue Sep 03, 2013 9:49 pm
by dr_patso
ah I found the culprit!! I removed the e-mail field requirement from /admin/new_ticket.php
I had to edit I believe
/admin/new_ticket.php
/admin/admin_submit_ticket.php
/inc/email_functions.inc.php
/inc/posting_functinos.inc.php
I'll have to dig and find the exact code change that caused this.