PHPJunkyard support forum

Hi

We have deployed a hesk enviroment in an internal Windows 2012 Server, using IIS, and MySql, also we have an office 365 Email account created for the Fetching process.

the configuration is :

pop3 Fetching: ON
Pop3 host: Outlook.office365.com
pop3 port: 995
TLS Protocol ON
Keep a Copy OFF
Pop3 Username: email@mydomain.com
Pop3 Password: ********

The test pop3 conection on the Email Tab, works properly.

But, we have realized that not all the emails are being loaded into a tickect table, also, all the Emails are being erased in the Fetching process on the Office Account.

Hesk will ignore emails in the following cases:

1. sender email address is missing ("From:" header); this shouldn't be an issue

2. emails with no message (body) if you have "Require message" option CHECKED in Admin > Settings > Email tab > Other (uncheck to allow emails with no message)

3. if it detects a returned or "do not reply" email, for example emails from "noreply@example.com", "Delivery Status Notification" subjects etc.

To prevent this you will need to delete this code from file inc/pipe_functions.inc.php 4. if it detects a duplicate email (email with the same subject and message within 5 minutes)

To prevent this you will need to delete this code from file inc/pipe_functions.inc.php

What I recommend is to have two email accounts setup with your email provider:

1. your main account: support@example.com
2. your copy account: support-copy@example.com
3. setup your main account to automatically copy all emails sent to support@ to support-copy@
4. have HESK fetch emails from one account: support@example.com

This way you have a copy of every email sent at support-copy@ to make sure nothing is missing. Also, the copy email can then be used to troubleshoot and detect exactly why Hesk ignored it.

Hi, the problem has been solved, with the recomendations #3 and #4 .

The recomendations #1 and #2 doesn't apply in our case.

We didn't know about the 5 minutes policy for duplicated emails.

thus, we were making test with the same subject, in less than 5 minutes.

Thankyou for your quick response!!!!!!!!!


We recomend a message warning, on the options settings, about the pop3 fetching 5 minutes policy.

#4 is actually set in Settings Email tab under "Email Loops".

I will work on improving logging of reasons why emails are discarded so this is easier to troubleshoot in the future.