Akeeba Ticket System

Monday, 09 June 2014 09:27 CDT

user80316

hi
in my site i would'like to create a form that can create a new ticket in ATS.
i think to use the function for create a ticket by mail.
Only one question for this point... is it possible use some variable inside mail for set ATS priority?
for example.. [priority=high] or [priority=low] inside the object?

2)
I try to use the fuction for reply by email but don't work for now.
I don't understand the way to do that and inside the guide there isn't an exact way.

i try to reply at the email address inside ATS parameters but ATS create a new ticket and not the reply to another ticket..

i have some category but only one of this can create ticket by mail.. this category is indicated inside ATS parameters

any suggestion?
thx
Dario

Monday, 09 June 2014 15:42 CDT

nicholas

is it possible use some variable inside mail for set ATS priority?

No and there are no plans to add support for something like that.

i try to reply at the email address inside ATS parameters but ATS create a new ticket and not the reply to another ticket..

You need to keep the text of the ticket you are replying to inside your reply, as well as the subject line intact (the "Re:" or similar prefix added by your mail application is OK). If you remove any of that text there is no way for ATS to possibly know which ticket you are replying to.

i have some category but only one of this can create ticket by mail.. this category is indicated inside ATS parameters

You need a different email address per category and you need to define that inside each category. The email addresses must be all aliases of the same mailbox. If you do not understand what this is please ask your host. We cannot provide server management training. It is outside the scope of our support.

My advice is to NOT use the reply by email feature if you do not fully understand the technological limitations behind it or if you do not understand what is written in the documentation for setting it up.

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!

Tuesday, 10 June 2014 02:28 CDT

user80316

i had read your guide but there isn't anything about reply by mail.. only:

Allowing users to create new tickets or reply to existing ones via email requires Akeeba Ticket System to somehow periodically check for new email and process it. One way is using the system plugin discussed in a previous section, with all the downsides discussed there. The other way –and much more reliable– is using the ats-mail-fetch.php script in a CRON job.

however

1) ok for variabile inside mail..

2) when i reply the message have Re inside object and the text of the ticket inside the body. but the reply is taken as new ticket and not as reply of ticket.

3) every category, now, have an alias of the same mail (5 category and 5 alias).. before i have only the default email inside ATS parametr.. before when i sent email this was taken as new ticket.. now with alias for each category who sent email receive a reply where is write that reply is not alowed (but yes inside ATS parametrs) and no ticket was created.

Tuesday, 10 June 2014 03:54 CDT

nicholas

Re #2: Then it's linked to #3 (read below). If the category email is [email protected] and you are replying to another category email (e.g. [email protected]) or the main mailbox (e.g. [email protected]) then ATS can't find the ticket you are replying to and creates a new support ticket.

#3. Let's say you have three categories:
CATEGORY 1: Category email address [email protected]
CATEGORY 2: Category email address [email protected]
CATEGORY 3: Category email address [email protected]

All three addresses ([email protected], [email protected], [email protected]) must be email aliases (not forwarders, not separate mailboxes) of the same email inbox, e.g. [email protected]. In ATS Options you need to give it the connection information to the mailbox for [email protected].

I suspect that either your category emails are not aliases or your forgot to specify the category email inside each and every ATS category.

Please note that we have thoroughly tested this feature and it DOES work if you set up email aliases properly. Not all servers allow you to create email aliases. In this case we recommend you to not use the reply by email / new ticket by email features.

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!

Tuesday, 10 June 2014 04:49 CDT

user80316

attached to this ticket you can see all alias of the email and the configuration of ATS

every category (5) have one of this alias.

the alias.PNG is pintscreen of gmail option and not my text..

With this setting if i send an email to one alias no ticket was created. Before, when i have no alias associated to category and only default category in ats option all work fine.

with alias inside every category (all different and all alias of the same mail) no ticket was created and sender of email recive an email like this:

Hello Demo Azienda,

We do not accept replies to tickets via email. Please visit our site and submit your ticket there.

We sincerely apologise for the inconvenience.

but if you see ats option the reply was on and however the mail is for new ticket without eny type of text but only with some words for try function

Tuesday, 10 June 2014 05:03 CDT

nicholas

Please see my attachment.

Also, VERY IMPORTANT: Your mail server MUST leave the "To" field in the emails intact. If it reports the wrong recipient address then ATS has absolutely no way of knowing which category's email address you tried using.

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!

Tuesday, 10 June 2014 05:19 CDT

user80316

in attachment you can see the email address. This is for one category (i used this for try) but also other have en email addres (all alias).

i try to sent email with TB to [email protected] (alias) end on gmail account i have see that mail. for this reason i think that email was correct send (gmail account is [email protected]).

always in attachment there is a print-screen of email that i had sended for create new ticket

thanks for your patience :)

Tuesday, 10 June 2014 06:01 CDT

nicholas

A stupid question, but I want to be sure. The email address you've sent this email from, does it belong to an already registered Joomla! user who has adequate ACL permissions to file tickets in this category? Last time someone reported this "bug" they were sending an email from an address linked to a Joomla! user who didn't belong to the correct user group to give them the ability to submit tickets.

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!

Tuesday, 10 June 2014 06:23 CDT

user80316

the stupid questions solve problems :)

but unfortunately not i this situation i think.

in attachment there is print-screen of ACL permission for user group. who sent email is demop user assigned only to that group.

but remember that before, when i have only default category and not an alias for each category all work correctly.

for sure.. now i try to delete alias inside category and reuse default category.. if all is ok in this way the problem isn't , i think, ACL permission.

Tuesday, 10 June 2014 06:28 CDT

user80316

i had try.

something new.

i have send email to [email protected] (default email address).

after send i recive notify wit correct ticket num. and new line:

!-!- Please reply above this line {ticketid:25} -!-!

before, when i have problem with reply, there is'n this line.

however in this way all work perfectly... so i think that isn't ACL problem

Tuesday, 10 June 2014 06:48 CDT

nicholas

I suspect the problem is in Google Apps, namely how the email headers are reported when you send an email to an email alias. Normally, if [email protected] is an alias of [email protected] and you send an email to [email protected] the mail server is supposed to report that the recipient is [email protected]. Your mail server seems that in this case it will report that the recipient is [email protected], therefore ATS has no idea which category your ticket belongs to. Sorry, I can't do anything about it.

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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