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uvdesk / community-skeleton

UVdesk Opensource Community Helpdesk Project built for all to make a Full Ticketing Support System along with many more other features.
https://www.uvdesk.com
MIT License
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Email replies cause new ticket thread #397 #478

Closed PeopleInside closed 2 years ago

PeopleInside commented 2 years ago

The following issue still be unresolved so please don't close an issue before it get resolved. https://github.com/uvdesk/community-skeleton/issues/397

If you see an issue is not resolved you should reopen it because when you close an issue we cannot open anymore.

PeopleInside commented 2 years ago

Maybe with the new fix the duplicate ticket is happening if mac.com user reply to the ticket creation email. Seems never happen now if an operator reply is sent to the customer and customer reply to that email.

Maybe you fixed 50 % of the issue?

So if mac.com address create a ticket, receive the ticket creation message than reply to this a new duplicate ticket will be created. Reply not added to the existent ticket. This need a fix.

If the operator reply to the ticket and customer mac.com reply to the operator email, reply are now correctly added to the right existing ticket. This looks has been fixed.

All auto email model email that can be created from workflow should add replies to the existing ticket. This need to be fixed.

I will keep my test UVdesk instance until 31 December 2021 than I will delete it. Future investigation should be done with the user that reported this issue.

vipin-shrivastava-webkul commented 2 years ago

@PeopleInside

As you know we don't have any @mac.com account & Stephen is not replying frequently also it is hard to resolve an issue with this minimal email raw content but we are giving our best & trying to resolve this issue as soon as possible.

PeopleInside commented 2 years ago

@vipin-shrivastava I appreciate your help and work but soon I think I will be out on helping on this and I'm scared when I will decide to stop helping you on this, the issue will be also kept unresolved.

Today my test UVdesk instance is no more working. I cannot see any auth email issue just don't know why, all email that should be delivered to customers email address are delivered to my admin email address and not to the customers.

You told to me this is my server or email issue but how can be? If I have a server and email issue I should never get any email and the web interface should show a warning about SwiftMailer error, this is not happening. No error showed.

Now as I don't know how to resolve this new issue in the UVdesk test instance if you also don't know why this happen... Will be the time for me to erase the test install and leave the issue as unresolved.

I was think.. I create a test UVdesk instance, the user create a ticket, create a reply and we will have two emails headers and two tickets that should be one. The UVdesk team will so have all information necessary... but was not.

I don't know how UVdesk associate an email to an existing ticket. Maybe other help desk ticket system do this with the ticket ID present in the email subject or somewhere else. I'm not understanding why there is this error just on mac.com email address in UVdesk.

So now my UVdesk test looks to be broken. I can erase it and leave the try to diagnosticate and resolve the issue?

I'm thinking to erase all and stop to following this.

vipin-shrivastava-webkul commented 2 years ago

@PeopleInside

No, need to erase it is working fine, It is sending a notification email on every creation or reply or forward a maill, I already test with your helpdesk.

NikuyaJS commented 2 years ago

@PeopleInside @vipin-shrivastava-webkul

I am also having the same issue but with a different domain. Can i provide anything to help fix the issue?

PeopleInside commented 2 years ago

I'm waiting UVdesk staff, I hope they can update me with a definitive fix so we can test with the user of the issue 397 and we see maybe if works also for you.

vipin-shrivastava commented 2 years ago

@NikuyaJS

Can you please tell me which domain email service are you using ?

NikuyaJS commented 2 years ago

@vipin-shrivastava

It's a privately hosted mail provider/domain, I can send you some mail headers if that helps?

PeopleInside commented 2 years ago

You can send a test email here: (email address removed) so we can check

vipin-shrivastava commented 2 years ago

@NikuyaJS

If possible, Provide us a test email so that we can check it better.

NikuyaJS commented 2 years ago

@PeopleInside sent you a email test from account

@vipin-shrivastava this is the test address:

PeopleInside commented 2 years ago

@NikuyaJS thanks, can you please try to reply to the open ticket email you should have received? Thanks

This is just a test to see if from here we will have a new ticket than maybe wait UVdesk team will reply to your ticket opened at peopleinside testing instance

NikuyaJS commented 2 years ago

@PeopleInside I just replied to the creation email of ticket #46

PeopleInside commented 2 years ago

@PeopleInside I just replied to the creation email of ticket #46

Great, this test instance as already a little fix that is not included in the stable UVdesk. Seems your email reply has been added correctly.

PeopleInside commented 2 years ago

Seems you replied from a different email address also if the domain is the same. Your reply has been added correctly.

NikuyaJS commented 2 years ago

@PeopleInside any way to get the version you're using?

This is pretty make or break for us

PeopleInside commented 2 years ago

@PeopleInside any way to get the version you're using?

This is pretty make or break for us

This version still have issues. Did you opened a second ticket? I can see a ticket 46 but also 47 from you... So... we need wait UVdesk team fix issues as I can see you reply was added but a duplicate 47 ticket is still opened.

NikuyaJS commented 2 years ago

@PeopleInside i've just sent another mail to

can we test again please?

PeopleInside commented 2 years ago

No problem, you can run another test however the issue I see with you happen also with mac.com domain so I suppose the issue faced will be the same.

PeopleInside commented 2 years ago

Please don't include my email address in your message where I cannot remove

NikuyaJS commented 2 years ago

^sorry removed...

NikuyaJS commented 2 years ago

@PeopleInside replied to ticket #48

PeopleInside commented 2 years ago

Thank you, now please wait news from us here. @vipin-shrivastava you have access to my test instance and to the test email address.

Issues seems are same as mac.com address but this is not new for me, IF i dedicate my server resource and time to collaborate with you about this issue is because I know cannot be only single domain related and @NikuyaJS is confirming this.

@NikuyaJS I know this is a strong issue, IM sure the team will look asap in next days when they can. We are working on this issue since some time, we should have good materials now

NikuyaJS commented 2 years ago

I work very closely with my mail provider if I cold be told by @vipin-shrivastava what uvdesk looks for to determine a successful reply in the mail headers we might be able to make amendments mail server side

PeopleInside commented 2 years ago

I work very closely with my mail provider if I cold be told by @vipin-shrivastava what uvdesk looks for to determine a successful reply in the mail headers we might be able to make amendments mail server side

You are not the only one that are facing this issue so I think the issue is in UVdesk.

vipin-shrivastava-webkul commented 2 years ago

@PeopleInside @NikuyaJS

we are working on this once we fix this issue, we will update you soon.

PeopleInside commented 2 years ago

Hi, I hope this bug can be closed before December 2021. We need also test if is working once you will alert me and the two users that are facing this issue.

This is a big issue because with this bug is impossible get ticket from customers that has email that create each message a duplicated ticket.

vipin-shrivastava commented 2 years ago

Thanks @PeopleInside

We are already working on this issue, once we fix this issue will update you, Steve & @NikuyaJS.

NikuyaJS commented 2 years ago

still an issue in community-skeleton-1.0.18

PeopleInside commented 2 years ago

@NikuyaJS yes but I still be not able to update to the new version. I'm asking to the team how to do than will maybe create an announcement with instructions. I also reported to the team that this issue still be open. They know.

NikuyaJS commented 2 years ago

@PeopleInside ah yes that would be handy. I had to do a fresh install as I couldn't work out how to upgrade.

I will wait an update on the new ticket issue

PeopleInside commented 2 years ago

@NikuyaJS I tried to create a new instance and migrate previous settings but this generate fatal server error. The new version is not working for me, works for a short time than get server errors so broken the server means an error is printed from the server. Seems also they forget to update version from 17 to 18 in Dashboard.

For now the new version has issue for me so I will wait UVdesk support to my ticket to understand

  1. why no update instructions and old update instructions that I created in the forum never works
  2. why the new version generate my server to have errors so I'm unable to use the new version
papnoisanjeev commented 2 years ago

@PeopleInside @NikuyaJS

Have a look over here.

Hope it will help.

vipin-shrivastava commented 2 years ago

@NikuyaJS

Can you provide a test email for checking the issue?

If yes, email us at support@uvdesk.com

NikuyaJS commented 2 years ago

@vipin-shrivastava i've sent a test email

vipin-shrivastava commented 2 years ago

@NikuyaJS

Sorry, But I want a test email id for checking this issue?

NikuyaJS commented 2 years ago

@vipin-shrivastava I'm not sure what you mean?

The email I sent to support@uvdesk.com was from the domain I'm having a problem with. Where can I generate a test email ID?

vipin-shrivastava commented 2 years ago

@NikuyaJS

We need a test email id of your domain so that we can check this issue.

If it is possible to provide a test email account then please share credential here support@uvdesk.com so that we can check from our end.

NikuyaJS commented 2 years ago

@vipin-shrivastava Ah, I won't be able to that I'm afraid.

Can I not just send you over information you may need such as headers?

vipin-shrivastava commented 2 years ago

@NikuyaJS

We need to do back and forth testing with email replies and ticket creation process. Generally, things are working well with other email service providers maybe there is some spacial case or different header which is creating an issue in your case.

So if we have access to a test email id it will be easy for us to debug and will be less time taking process.

NikuyaJS commented 2 years ago

@vipin-shrivastava I've sent you another email

PeopleInside commented 2 years ago

@PeopleInside @NikuyaJS

Have a look over here.

Hope it will help.

I opened a new issue as I cannot use the new UVdesk version. https://github.com/uvdesk/community-skeleton/issues/495

vipin-shrivastava commented 2 years ago

@NikuyaJS

On your email server, it successfully sends the mail but it didn't get back the reply in the inbox. Can you tell us! why?

NikuyaJS commented 2 years ago

@vipin-shrivastava weird filtering on that account. I sent another to support@uvdesk.com

NikuyaJS commented 2 years ago

@vipin-shrivastava any luck?

vipin-shrivastava commented 2 years ago

@NikuyaJS

As for now, we got the issue, Is the reference id in your email header disabled from your side?

vipin-shrivastava commented 2 years ago

@NikuyaJS

your account is not working it shows an error invalid username & password.

NikuyaJS commented 2 years ago

@vipin-shrivastava

Apologies I reset the password this morning, I've sent it to your gmail account.

I'm just waiting to hear back from my mail provider regarding reference ID

NikuyaJS commented 2 years ago

@vipin-shrivastava can you give an example of what the reference ID in the headers looks like?

Have you had any luck with testing?

PeopleInside commented 2 years ago

@NikuyaJS duplicate ticket are created also when you reply to UVdesk support tickets? I hope this duplicate ticket issue will be resolved.

I'm asking if UVdesk team is still searching where the issue can be or they know about it. I imagine this is a big issue for who are facing this issue.