PHPJunkyard support forum

Hi!
I'm testing Hesk 2.7.6+MfH 3.3.1.
The changelog of MfH 3.3.0 (I did not tested it - I moved directly to 3.3.1) reports:
BUGFIX: Cc / Bcc email custom fields send emails again
Maybe I did not understand what this means, but what I did was:
- Using my standard university SMTP (not that builtin the Hesk/MfH!) using port 25 with no SSL
- Adding to the ticket form a field named CC whose type I set to "email".
My general goal was to create an email from a client, trying to allow to another user to let him/her to know that I have (already) submitted a ticket.
So I created a ticket using mysel email address @gmail.com, adding in the CC field the email for myself @libero.it.
I also tried to create a ticket using myself address @libero.it using myself address at @gmail.com in CC field.
In both cases I received the automatic answer reporting the subission of the ticket to the sending email address but no ticket content was sent (or, better, was not received by the email address which was in CC field.
Is this still a bug or I did not understand the meaning of CC/BCC custom field?
Regrads,
Topoldo

The email custom field should include the cc/bcc user only on emails that are sent to customers (emails sent to staff are not cc'ed or bcc'ed (otherwise that's an easy for customers to see what is going on behind the scenes)). What is the exact email that you are expecting to see cc'ed that is not working (if you can provide the exact template name, that would be best )

I went to Settings -> Custom field management
and I set these info
Name of the field: CC
Type: email
View: public
Mandatory: no
Position: before the message
Category: All
This way I have an additional (custom)field in my ticket form.
What i exactly need (and I hoped it was possible with CC/BCC function) is this:
a) a customer fills-in the form where there is this additional field named CC whose content was set to be an "email address".
b) this customer wants some other customers know that (s)he has submitted a ticket.
c) for this reason (s)he fills-in the CC field with the address of other persons in order to communicate them that the ticket was sent.
I use Hesk/MfH at the University where there are different researcher groups.
If someone in a a group notices an electric/hydraulicsafety problem, then (s)he submit a ticket to services in charged for those problems and wants at the same time to notify to his/her collegue(s) that (s)he has already submitted the ticket. I thouht the field was created for this reason.
I understand that this is not the case. Am I right?
Topoldo

If there is a CC/BCC field on the ticket, and "Notify customers when a new support ticket is submitted" is enabled, then the CC/BCC users should receive the "Ticket Received" email.

In my hands it doesn't work.
Even if I set "Notify customers when a new support ticket is submitted" enabled (as it has been forever) my CC email address does not receive any mail.
Please note that I'm using my dept SMTP, not the PHP mail, if it does matter!
Topoldo

I just upgraded to Hesk 2.8.1 and MFH 2018.1.0 and I too use SMTP with Office365. But my cc stopped working upon upgrading. I'm still trying troubleshooting but putting this up hear in case others are having the same experience.

PeteHanley wrote: Fri Jun 22, 2018 4:16 pm I just upgraded to Hesk 2.8.1 and MFH 2018.1.0 and I too use SMTP with Office365. But my cc stopped working upon upgrading. I'm still trying troubleshooting but putting this up hear in case others are having the same experience.

Yes, Mike did not reply to the question I arose at least twice in this forum, ie: "Is the CC/BCC field working *ONLY* if the PHP mail system of Hek/MfH is used or it is supposed to work also with an *EXTERNAL* SMTP?"
For example I use the SMTP server of my university and, in my hands, the cc/bcc field does not work.

Regards,
Topoldo

cc/bcc should work for all emails sent to customers (emails sent to staff are not cc/bcc'ed), whether it is sent via PHPMail, SMTP, or Mailgun.

I'll do some investigating on my mail servers (I actually don't have a valid PHPMail setup going so I can't really test PHPMail ) and let you all know the results.

(Sorry for the delay responding to some questions regarding this issue (and other issues). I've been quite busy with another project I have been working on for the past month or so... once that's released I'll be dedicating some time back to MfH.)

mkoch227 wrote: Wed Jun 27, 2018 7:48 pm(Sorry for the delay responding to some questions regarding this issue (and other issues). I've been quite busy with another project I have been working on for the past month or so... once that's released I'll be dedicating some time back to MfH.)

We all appreciate you working on Mods For Hesk in your free time and free of charge. We realize you have obligations outside of MfH and will patiently wait for your responses and updates.

I re-tested for the umpteenth time the CC custom field.
I set a new field named "CC" whose type was "email" and in which I allowed to put more than one email address. It was set to be public, not mandatory, and located before the message content.
Moreover I set it to be present in all my categories which were mostly public, some of them being private.
In these conditions I tried to send a ticket using as the email address of the sender one belonging to one of the most important providers in Italy, ie @libero.it and setting as the SMTP our SMTP (ie @bio.unipd.it).
In the CC field I put only one email address, which was of the kind @gmail.com
In these conditions the automatic response to the ticket arrived @libero.it, while nothing arrived to @gmail.com: neither the carbon copy of the content of the ticket submitted, nor a copy of the notification of the submission of the ticket.

Regards,
Topoldo

Hi,

I've same problem... CC do not receive email.

Send emails with PHP mail() and Email piping is active.

Hesk: 2.8.2
Mods for Hesk: 2018.2.0

Thanks

Would anybody who has a hot fix for this issue be willing to share the code?

I would assume that this would be "relatively" easy to fix. Relatively is in quotation marks because I know too well that nothing is ever easy!

Bernard