#29278 – Replies from staff to tickets not emailed

Posted in ‘Akeeba Ticket System’
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Monday, 26 February 2018 04:46 CST
leobaker
I have noticed some new issues come up. The server moved from shared hosting to VPS. So not sure if something is not configured correct which is causing this? Where does the Akeeba tickets get the commands from to send new email on staff replies to tickets to send to the customers?

1. When a new ticket is created by email, even though the user is in the system with the same email address and set to registered one of the permissions. I get email reply denied message from Akeeba Tickets and asking the user to login, even though reply by email was working fine and setup in the config of the Akeeba tickets.

2. When a new ticket is replied by staff, no email is received by the user with the notification.

Thanks,

Leo

Custom Fields

Joomla! version (in x.y.z format) 3.8.5
PHP version (in x.y.z format) 7.1.13
Akeeba Ticket System version (x.y.z format) 4.2.1
Monday, 26 February 2018 05:52 CST
leobaker
Further to add, I can see the email tickets in the mailbox, when the cron is run it's deleting the emails in the mailbox but not creating tickets from them?

Output from command /usr/bin/php7.1 /home/media-courses/public_html/cli/ats-mail-fetch.php ..
Akeeba Ticket System -- Fetch email for the Reply By Email feature
Copyright 2011-2018 Nicholas K. Dionysopoulos / AkeebaBackup.com
===============================================================================
It is too early to check for email.
Monday, 26 February 2018 09:55 CST
tampe125
Hello,

first of all, when you moved to the VPS, did you move your email, too?
Looking at the output message, it means that you are checking the email too early and Admin Tools won't process the inbox.
Please lower the value of the field Maximum check frequency (minutes) inside component options.

Regarding the other questions:
  1. The email address the user is writing to, is it associated to a category?
  2. After staff reply, the ticket is correctly saved inside the system?


Davide Tampellini

Developer and Support Staff



Italian: native

English: good



Please keep in mind my timezone and cultural differences when reading my replies. Thank you!



Monday, 26 February 2018 17:11 CST
leobaker
The emails accounts were re-created onto the new VPS server.

1. Yes the category is associated to an email for example [email protected]
2. Yes the ticket is saved if a staff user created the ticket. However it goes to the customer email with the new reply, but on replying from the customer to the ticket, its received in the mailbox. But does not get added into the ticketing system of Akeeba Tickets so no new reply is received and added?
Monday, 26 February 2018 20:17 CST
leobaker
What php extensions and Apache extensions need to be enabled for the plugin to work? Apache 2.4.29 Php 7.1.13
Tuesday, 27 February 2018 02:58 CST
tampe125
Inside the Component Options page, can you please set the field Track email UID to No?
Akeeba Ticket System keeps track of the email ID being processed, to avoid adding the same email twice. However, since you moved to a new mail server such counter has been reset and emails now have the same ID of old emails. This means that Akeeba Ticket System thinks it's an old email and won't elaborate it.
Please change that flag and try again, I think it should fix your problem.


Davide Tampellini

Developer and Support Staff



Italian: native

English: good



Please keep in mind my timezone and cultural differences when reading my replies. Thank you!



Tuesday, 27 February 2018 06:25 CST
leobaker
Hello Davide,

Thanks so much that fixed the issue turning the track email Uid to no.

It's all working perfectly now.

Thanks again,

Leo
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