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Akeeba Ticket System

#42161 Email Tickets with attachments or inline images are not processed completely

Posted in ‘Akeeba Ticket System for Joomla! 4 & 5’
This is a public ticket

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Environment Information

Joomla! version
5.3.2
PHP version
8.3.14
Akeeba Ticket System version
5.3.12

Latest post by nicholas on Thursday, 31 July 2025 08:43 CDT

Wednesday, 30 July 2025 09:33 CDT

[email protected]
Support,
 
Recently, email tickets with attachments or inline images have not been fully processed correctly (fyi...Tickets without attachments process correctly). The ticket is created however the following issues are present:
 
-Ticket has no post/conversation from the email body including inline images or attachments
-Original email is not deleted from configured ATS Google inbox
-Support Staff email notification for new ticket is not generated
 
Thank you in advance for any assistance you can provide.

Wednesday, 30 July 2025 12:10 CDT

nicholas

This really depends on how the email source is formatted by the email application sending it. If it follows the relevant RFCs, the email will be parsed. If it's Microsoft's incompatible mess from older versions of Outlook, all bets are off. There are limits to what the third party library we're using to parse emails (Horde IMAP) can realistically do, and that's the most complete email parsing library I have been able to find!

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Wednesday, 30 July 2025 14:12 CDT

[email protected]

Nicholas,

I appreciate your reply. However, this issue just recently started. Previously, email tickets with attachments and inline images were being processed properly. 

I have recently updated to ATS 5.3.12 and Joomla 5.3.2.

Do you have any thoughts on why this behavior would start after working correctly? Most of our email traffic comes from Google Users and I can verify that that the tickets with issues were sent from Google.

Thanks in advance for your support!

Eric

Thursday, 31 July 2025 07:00 CDT

nicholas

Sorry for the late reply. Gmail didn't want to send email to my regular test site so I had to go through a whole new rigmarole to set up a secondary development site that Google eventually agreed to send email to...

...only to found out that the problem is linked to a bug I fixed last week. Yup, now it all makes sense. It's not who or what sent the email, it's the existence of an attachment.

I will be releasing a new version in the next hour or so, even if it's a Friday, as it appears that the issue is more serious than I originally thought it was.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Thursday, 31 July 2025 08:21 CDT

[email protected]

Nicholas,

I just downloaded and tested ATS 5.4.0. After a test it seems that email tickets with attachments are now being processed properly.

Thank you as always for the support and fast turnaround on a fix!

Eric

Thursday, 31 July 2025 08:43 CDT

nicholas

Thank you for waiting so long for me to respond. Usually I have a faster turnaround time. This time Google made it a bit harder for me :)

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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