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Hi there,

i'm fairly new to Hesk, only have been playing with it for a few days. i really like it.
Got one issue, where emails from specific sender with WAV attachment are not being fetched into hesk for some reason.
I added wav extension into allowed extension. Also when I send email with wav file to the one that is supposed to be fetched. The ticket gets created.
But for some reason, when the email arrives from specific sender - theres no sign of it in hesk. ( it is an automated email from voip provider, recorded voicemail via email)

I've checked the server logs and can't see any errors.

Hope you can help.

I turned debug on and tried to fetch those mails manually and this is what i get

the one with wav that i sent from my mail got fetched. But the other one from voip company did not

#!/usr/bin/php -q
Connected to the IMAP server "{outlook.office365.com:993/imap/ssl}".
Unread messages found: 2
Ticket 75E-47J-47LH created/updated.


Ticket NOT inserted - may be duplicate, blocked or an error.


Disconnected from the IMAP server.

If the email comes from a "noreply" email address Hesk will ignore it.

To change this behavior:
1. open your "inc/pipe_functions.inc.php" file in a powerful text editor, such as Notepad++ (do not use Microsoft notepad)
2. find 3. just below that code add Change test@example.com to the "From" email address form your voip company
4. save, upload and test

Thank you for your reply, i have tested it and still no ticket created.
the code looks like this now

// Try to detect "delivery failed" and "noreply" emails - ignore if detected
if ( hesk_isReturnedEmail($tmpvar) )
{
if (strtolower($tmpvar['email']) == 'noreply@****.co.uk')
{
return false;
}
return hesk_cleanExit();
}

by the way i am not using email piping, only imap fetching.

Looks to me like you modified the wrong part of the code.

See my original reply again, the modification should go below this exact code

my bad, all good now. Many thanks Klemen

HI Klemen,

this has stopped working in the latest version
https://imgur.com/1cROthl

The code should go into function hesk_isDoNotReplyEmail now.

Thanks again