Email replies cause new ticket thread

[steveb85]

Bug report

every email reply creates a new ticket rather than adding to the thread. Apart from this the system is working, and i can’t see any errors, In the symfony dash there is no “emails” in that section but not sure if that’s applicable. All emails are sending and receiving fine, just the new thread thing that is annoying. Ticket links work.

Latest version of UV desk Php 7.2

All other prerequisites as required. Nothing else on this server.

1. Ticket created via email    
2. Agent replies from within UVdesk
3. User replies, new ticket thread is created

Expected result

[PeopleInside]

I'm testing and while I'm testing found other issues. PHP 7.4 UvDesk version V -1.0.13

~~I opened a ticket from the web interface than replied to the email that alert me a ticket has been created. o i tested the situation where user get the email of the opening ticket and want add information than reply to this email.~~

~~The user reply are flagged as read on email inbox but reply are not added to the ticket. If this kind of issue persist means ticket are not updated I need find another ticket solution... I don't tolerate ticket are not opened or updated correctly because I can miss important reports / requests.~~

Strange because... I believe to had tested this scenario when ticket system was updated to the latest version and was not able to reproduce.

I still need test the scenario of replies that open a new ticket, I will do now.

OK @steveb85 I done this test:

• I opened a ticket from the web interface
• As user received the ticket email open email, if I reply to this email the reply is not added anywhere in the ticket system. This is bad and must be fixed!
• From the ticket system I see the open ticket also operator has been emailed about the open ticket. I made a reply from the ticket system operator side
• User received the reply email
• Replied to the ticket reply email and the reply was correctly added to the ticket

I'm unable to reproduce the issue you are describing but let's wait UVdesk team.

[PeopleInside]

I suppose the reason for have this issue can be two:

• Are you sure the agent reply email has the right ticket number, in the right format, in the email subject?
• Maybe your php file for manage ticket is different from mine, can be updated before mine so maybe the issue you are facing is caused by some update.. in this case UVdesk team need assist you

[steveb85]

@PeopleInside can you confirm with me the subject format your replies sent with? Both from the agent and the customer?

[PeopleInside]

Reply To The Customer's ticket Subject: [ #{% ticket.id %} ] [ {%ticket.subject%} ] New reply

This is the subject I have in the email template for the email customer get when operator reply to the customer ticket. If user reply to this ticket without editing the subject I get reply.

I'm using MailBird, maybe I need test if I'm able to see no issue even if I reply directly from the Gmail interface but I think things should not change.

[PeopleInside]

I tested from Gmail and all works fine. I created a ticket by sending an email from Gmail. Replied to the opening email alert and also generate a test reply from the operator once the ticket was create in UVdesk.

Replied to the operator reply and all replies was added in the ticket after the cronjob

[vipin-shrivastava]

@steveb85

UVdesk : v1.0.13 Php : v7.4

I also tested :

1> User created ticket by mail 2> admin replied on that ticket from web interface 3> Customer replied on the same ticket by mail

It is adding all the replied in thread by User on that ticket . you can see screenshot here .

[steveb85]

So i just set up a Gmail account, and when a ticket is created or replied from Gmail, that works as expected. There is something that is causing the problem when I use my @mac.com email account, as the customer, then every reply because a new ticket and the thread is all over the place.

EDIT.

It doesn’t seem to matter if it’s from the web app or an email client the @mac.com accounts cause this problem. Perhaps something that can be patched?

The same problem is happening with my business email address, which is an outlook account, with our own domain. At least we see that the gmail is working, so there is something perhaps in how the headers or subject is formatted ?

[PeopleInside]

@steveb85 I'M testing with my domain and with a free Hotmail account.

While I wait the test results I wanna suggest: when you need add information to your latest message here, please use edit instead of write another message and so generate other email notifications.

Results:

I'm unable to replicate with customer email using my domain email address and unable to replicate from a free hotmail account used as customer.

[steveb85]

@PeopleInside sorry about the comments, fixed now.

Yes i see that Hotmail works, same as yahoo and gmail., but @mac. Is common in the music industry which is our space, and seems to cause a problem, perhaps you can share your URL, and I can try generating a ticket from my email there, and just test the results. It seems to also happen with my office365 email address.

[PeopleInside]

Sure you can try here: https://helpdesk.peopleinside.it/en/ This is not a test instance but the HelpDesk I use for my personal website. You can try to open a ticket here.

[PeopleInside]

Confirmed, the issue is present. For that we need help from @papnoisanjeev Maybe @steveb85 should open a ticket in your test UVdesk @papnoisanjeev so you can check the duoble ticket and also check email headers. I don't know if you want suggest to try open a ticket and test the issue at uvdesk.com ticket system.

Let us know, in my server email from mac.com domain never add replies to the existent ticket but always open a new ticket.

Thank you.

[steveb85]

Thanks @PeopleInside much appreciate the help.

[PeopleInside]

You are welcome, let's wait an update here from the developer that has been mentioned. Thank you for reporting this issue.

@vipin-shrivastava I never seen you are a developer of UVdesk team, sorry! Thank you for your help. Issue confirmed and is specific for emails from mac.com domain maybe due something in the headers.

[papnoisanjeev]

@PeopleInside The issue may be due to some different header or content in this specific case.

@Himaniwebkul please collect mails for the same from @PeopleInside so that we can check row content of mails for headers and other information.

@vipin-shrivastava Check the issue for this case get the emails for the same from @Himaniwebkul

[PeopleInside]

If you need mac.com email please ask to @steveb85 , I deleted all email received for the rest and I don't forward in any case without authorization. As I don't have anymore you can ask to the user that have a mac.com address. Thank you

[papnoisanjeev]

@steveb85

We have asked for the emails on ticket but still didn't got any reply from your side. Please provide it so that we can fix it.

[steveb85]

That is a different email address, I'll start a ticket from the email address giving problems now. Apologies for missing that email, it's not my main account.

[steveb85]

I wrote a ticket, and your support staff closed it already before any replies. Please re-open or request a new thread

[PeopleInside]

I wrote a ticket, and your support staff closed it already before any replies. Please re-open or request a new thread

Strange, can you share the ticked ID so the UVdesk team can find easly the interested ticket? Thank you

[papnoisanjeev]

@steveb85

As we have checked your ticket and it seems like a test ticket. so somebody from our team closed it as it was looking like a test ticket.

Check this: https://prnt.sc/12tvfrk

Now ticket is again in open status and you can start your conversation with content we have asked to you. We will assign it to somebody from our team and will look into it.

[steveb85]

@papnoisanjeev still waiting for feedback after opening a few more tickets with you

[PeopleInside]

Any news @papnoisanjeev about that?

[vipin-shrivastava]

@PeopleInside @steveb85

Our team did not have any @mac account but recently we have created a @mac account so now we will test & fix this as soon as possible.

[vipin-shrivastava]

@PeopleInside @steveb85

As we found the @mac.com email address has officially been phased out. So our team create an account with the @icloud.com domain and checked the issue but we didn't found any issue. It is working fine & also the reply added in the same ticket thread.

I added the screenshots here :

1. https://prnt.sc/13cul85 .
2. https://prnt.sc/13cunuo .
3. https://prnt.sc/13cus5i .
4. https://prnt.sc/13cpx94 .
5. https://prnt.sc/13cpt2y .

I think the issue is with your domain as we check with @icloud mail service . it is working fine.

[PeopleInside]

Umh.. @vipin-shrivastava what happen if @steveb85 open a ticket in UVdesk at https://www.uvdesk.com/en/ and what happen if you reply to the ticket and the user reply to you from a mac domain?

In this case you should be able to get email headers and understand why for the mac.com domain ticket are create as new. If this happen maybe in the UVdesk code something is not property work or you have to explain why this happen.

You cannot create mac.com email address but you can test the situation with the help of @steveb85

[steveb85]

Umh.. @vipin-shrivastava what happen if @steveb85 open a ticket in UVdesk at https://www.uvdesk.com/en/ and what happen if you reply to the ticket and the user reply to you from a mac domain?

I'd be happy to help with this, I think it would be worthwhile.

[vipin-shrivastava]

@steveb85

As I have replied to you on the ticket. please provide all the needful things & information related.

[steveb85]

@vipin-shrivastava did you get my reply?

[vipin-shrivastava]

@steveb85
Yes, I got your reply and this time it is working perfectly , As your reply has added in the same thread .

can you please tell me? which mail box service had you used to send reply mail this time?

[PeopleInside]

@steveb85 waiting your feedback. @vipin-shrivastava you should be able to understand that or you need improve the ticket system to show such info. You can check in mailbox. Thank you for your help! :)

In UVdesk is not easy understand from customer email address and to email address because this info are not fully showed. Should ve more easy understand the email of the customer, you can see in customer panel.

[steveb85]

I still use iCloud .Mac service with that email, it hasn’t changed since 2002, it still seems unstable with Mac but works with outlook gmail and most of the customers we have.

[vipin-shrivastava]

@steveb85

is this issue still there ? As I tested with Icloud, I didn't get any new ticket and it also added the new reply in the same ticket thread.

[steveb85]

yes this is still here, i just tried again, including with a reply from my browser and a reply from my mail app. both had the same result, new ticket created.

[steveb85]

I am running 1.1.13 haven’t upgraded, has that caused a fix?

[vipin-shrivastava]

@steveb85

Yes, first you upgrade your opensource uvdesk & then try as I tested this with lastest uvdesk.

If you still get the same issue, please let us know.

[steveb85]

@vipin-shrivastava I’m having a lot of trouble on the upgrade. My menu has changed with the new features, but if i click on reports, nothing happens. Down the bottom of my console it still says 1.1.13 not 1.1.14 I’ve been through all the composer updates but not sure what is happening. I have been getting the error In Cache.php line 99: file_put_contents(/root/.composer/cache/repo/https—-files.symfony.com/): failed to open stream : Is a directory i can’t find support on that anywhere.

[PeopleInside]

If you run composer update maybe version 1.0.13 is not yet ready for composer update, will be ready version 1.0.14 so maybe for resolve you need do the install by using the zip file that can be downloaded from https://www.uvdesk.com/en/opensource/

Let's see if the UVdesk team can confirm here this.

[steveb85]

thanks @PeopleInside that worked. now all functionality is working, however weirdly down the bottom of my member/dashboard it still says 1.0.13 not .14! however, I can access reports and new features. and this is a fresh install. and the CHANGELOG file has the .14 items in it. perhaps this is just an oversight? I did replace the few yaml files frm my original install along with the public folder, as it was mentioned in one of the forums to do that to save your old preferences. testing the email reply’s now

[steveb85]

@PeopleInside @vipin-shrivastava i can confirm that with the update, this problem is still happening. new thread for each reply to the email. no solution found yet.

[vipin-shrivastava]

@steveb85 As I tested Last time, it was not creating new ticket. I will checked it again & inform you.

Thanks for your patience

If you found any issues, please let us know

[steveb85]

any idea why it would show 1.1.13 on the bottom of my dashboard? could that be the issue? odd from a new install from the zip of the latest stable.

[vipin-shrivastava]

@steveb85 No, it's not an issue. Actually we had forgotten to update the version in the bottom bar.

[PeopleInside]

@steveb85 As I tested Last time, it was not creating new ticket. I will checked it again & inform you.

Thanks for your patience

If you found any issues, please let us know

The issue is not maybe with icloud but with @mac.com

[vipin-shrivastava]

@steveb85 @PeopleInside

As I tested with @icloud.com. It is not creating any new tickets. I also tried to create a test mail account @mac.com but unfortunately, Apple does not provide mail ID with @mac.com. If you can provide us a test account. It will be easy for us.

[PeopleInside]

@vipin-shrivastava and @steveb85

@mac.com email address cannot be anymore created but users with this email address exist and is the case opened by @steveb85.

Since the start of this issue I can understand that UVdesk team and me will be not able to send mail from a @mac.com email address.

Maybe for resolve the diagnosis @steveb85 can create a test UVdesk instance or can create an admin operator and give access to the UVdesk team by contacting UVdesk team by ticket https://www.uvdesk.com/en/contact/

Than @steveb85 can send an email from @mac.com to his support email address. Maybe UVdesk team need have access to this support email address or email receved by @mac.com should be saved with .eml format and attached to ticket https://www.uvdesk.com/en/contact/ so the UVdesk team can check.

The best scenario would be create a completely separated UVdesk test instance and create a test support email and give full FTP access to the UVdesk team of the folder where UVdesk is installed, full access to the test support email than simply create a ticket sending an email from @mac.com, reply to ticket.. create the issue so UVdesk team will be able to check.

[papnoisanjeev]

@steveb85

Please try to do as suggested by @PeopleInside to create a test instance for @mac.com so that we can look into this.

[PeopleInside]

@steveb85 you will shortly get a private email for me, let's see if we are able to create the scenario for UVdesk to resolve this as I saw the issue on my server thanks to you. I will try to keep this issue updated

[PeopleInside]

@steveb85 sorry, you will not get my email for now, I get errors while I'm trying to install a test instance. I will see if I can do in some other way, if I'm able to install a clean UVdesk install, if so you will get an email when I will be ready.

Issue: https://github.com/uvdesk/community-skeleton/issues/453

[PeopleInside]

Great now the work in on the hands of the UVdesk team! For UVdesk team the ticket with all necessary information for do diagnostic on the issue is #25572 (support.uvdesk.com/en)

I created an instance steveb85 has created a ticket and created also a reply so the duplicate ticket is now visible. UVdesk team can also check email headers as I give all necessary access to diagnose and resolve. Thank you.

[PeopleInside]

@steveb85 thank you for all emails and the patience. My ticket with the UVdesk team still be opened (Ticket #25572) so we are working to try to do the best. I had some server issue but now all is up and is working since some day and I informed the team about your updates in the test ticket system.

Let's see if will be possible catch the cause.