Ticket email sent to wrong addressee

[DiegoHowes]

Script URL: company intranet
Version of script: 2.5.3
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URL of phpinfo.php:
URL of session_test.php:

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wrong mail sending, mail troubleshoot

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Hi!
I've faced some troubles with the mail the client received after sending a ticket request.
Besides me and the client. some other administrators, that were not involved in that ticket, received the mail generated after sending the ticket request..
That's something intermitent, that happens sometimes. I was the owner of the ticket and as far as i know, only me(ticket owner) and the client should receive the ticket mail.
That's normal? That's can be a "bug" with our mail system, or HESK? There is something can be done?
Thanks a lot!

[Klemen]

If you have "auto-assign" function ON, only the customer and assigned admin will receive a notification.

If auto-assign is OFF (or ticket is submitted as not assigned from admin panel), ALL staff members with access to the ticket will be notified. Once assigned, again just the assigned staff will receive notifications.

[DiegoHowes]

Hi!

Thank you for the fast reply!

In that particular case, the other admin(that was not involved on that ticket) received a copy of the email that was sent to the client as confirmation of the action, it was like him(the admin) were the customer.

Thank you again!

[Klemen]

Customer welcome emails are never sent to staff from HESK. This probably means the ticket has been submitted using admin's email address rather than customer's?

How was the ticket submitted (client side form, admin panel form, email piping, pop3 fetching)?

What email address is listed above the first customer message if you open the ticket from within the admin panel?

[DiegoHowes]

The ticket was submitted by the client side form.

We don't use POP3 or Piping, we use normal mail config with SMTP Server.

The email that our staff member received was sent by the account we created only to handle the tickets-reply, it was not sent by one of us neither the customer.

The text on the email is the same that the customer received, inluding the greeting in the top of email, that contains customers name.

[DiegoHowes]

Completing...

The form was send by a customer on the "customer-side form", using her name and email.

[Klemen]

Did this happen once or is happening all the time?

It's definitely not something HESK sends (you didn't modify source code, did you?). If on Windows you can use a tool such as http://www.toolheap.com/test-mail-server-tool/ to verify what emails are being generated by HESK.

If this is a persistent problem is there a way I can test your help desk?

[DiegoHowes]

Thank you for all attention!

In fact, this happened just once.

The only modifications we did on source were on the translation pack. My company is on Brazil and we installed the translation pack to our staff, but it was on Portugal's Portuguese, and there is a big difference between each other.

Thanks for the tip to use TEST MAIL SERVER TOOL!

If it occurs again, i'll try to send you the code that runs in our server!