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uvdesk / core-framework

UVDesk Community Helpdesk Core Framework Bundle providing the core essential functionalities and integration tools to easily integrate any other community helpdesk packages.
https://www.uvdesk.com
MIT License
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1.0.10 no email to agent & duplicate tickets #299

Closed laurentiu2 closed 4 years ago

laurentiu2 commented 4 years ago

Description
after creating a ticket (via email or web), an email should be sent to customer and another one to agent. Just the email to the customer is sent. After creating the ticket via web, an error is displayed, although the ticket is created correctly. I've tried all possibilities: response performing agent, assigned agent, uvdesk owner, none is getting the email.

Additional context
Screenshot 2020-05-10 at 14 51 29 Screenshot 2020-05-10 at 11 39 10

papnoisanjeev commented 4 years ago

@laurentiu2

You can check the error by changing your environment to dev here.

laurentiu2 commented 4 years ago

Changed to dev. Tried to create ticket via web. It shows: Screenshot 2020-05-10 at 16 45 56 Screenshot 2020-05-10 at 16 47 28

vaishaliwebkul commented 4 years ago

Hello @laurentiu2 Thanks for notifying this bug. Could you please mention your system environment?

papnoisanjeev commented 4 years ago

@laurentiu2 As we have checked after setting the workflow we are getting email on customer as well as agent email id. Please specify your case what else you have done.

laurentiu2 commented 4 years ago

Could you please mention your system environment?

* PHP Version

7.2.3

  • Mysql Version 5.7 on a different server
  • Composer Version 1.6.3

I installed UVdesk 1.0.10 on the same server where I have another instance of uvdesk (1.0.5 which is working fine) I downloaded the zip from github, made a new database and all settings for apache. Nothing special. On the previous install I had a similar problem, but the email was not sent to customer (see #277 and someone else more recent #294)

papnoisanjeev commented 4 years ago

@laurentiu2

We need to check your panel as we are not able to reproduce this bug in our case everything working as expected.

Create a support ticket here.

laurentiu2 commented 4 years ago

It is getting stranger, I'll show step by step:

  1. Customer sends an email to create a new ticket. Mail is received, ticket no.23 gets created. The customer receives the confirmation email, the agent doesn't. Screenshot 2020-05-11 at 15 45 33 Screenshot 2020-05-11 at 15 46 25

  2. Agent respond to ticket. The customer receives the email. Screenshot 2020-05-11 at 15 49 50

  3. Customer responds back. The new response from customer gets into ticket 23. The agent gets the email 'New response was added..' AND THEN ticket 24 gets created with the same content as ticket 23 agent gets the email that ticket 24 was created. Screenshot 2020-05-11 at 15 54 23 Screenshot 2020-05-11 at 15 55 07

Something is gone totally wrong.. I did not use composer while installing 1.0.10, just unzip the archive and all. This new instance is not in production yet. If you need an admin account I can set it up temporarily to test it yourself.

laurentiu2 commented 4 years ago

Create a support ticket here.

Maybe someone in the future finds this conversation useful here on github.

papnoisanjeev commented 4 years ago

@laurentiu2

Is this issue you are facing in the web interface also? or just in email conversation.

laurentiu2 commented 4 years ago

The first issue -agent is not receiving the email when new ticket is created- is also present in web interface. The email conversation is particularly important in this scenario, we expect a high volume of emails. A customer will have probably just one ticket/issue to be resolved.

laurentiu2 commented 4 years ago

Is there anything I can check to see if everything had installed successfully?

laurentiu2 commented 4 years ago

I have reinstalled using the zip from official website, not github. The database would not work after setup, I had to manually configure it using 'php bin/console uvdesk:configure-helpdesk' I also had to modify the correct url in config/packages/uvdesk.yaml

The tickets are ok, responses ok, all the emails sent correctly this time. Either is a difference between .zip from github and .zip from official website or it is something else..

So, all good so far. Keep up the good work and congrats for a beautiful product!

laurentiu2 commented 4 years ago

Nope, it is not working. For no reason, the ticket gets created again after a few minutes (when the cron job is verifying the email) See below: Screenshot 2020-05-12 at 08 37 54

laurentiu2 commented 4 years ago

After two or three re-installs, here are the conclusions:

  1. the emails are sent correctly ONLY if email templates are not modified; which is impossible because one has to customize all these responses. After modifying the templates the agent does not get anymore the email when a new ticket is created.
  2. The duplication of tickets appears only after THE FIRST REPLY OF CUSTOMER TO AGENT RESPONSE (which is: customer initial message > agent reply to customer > customer reply to agent - after this step the duplication occurs)

It's impossible to use it in this state.

papnoisanjeev commented 4 years ago

@laurentiu2 we will check and test also possible error if exist in system and try to resolve soon.

laurentiu2 commented 4 years ago

I found out that the first issue (no email to agent) only appears when there's nothing in database! So only for the first ticket that gets created the agent does not get an email - and only after modifying the email templates. If I leave at least one ticket in the database, the agent does receive the email.

papnoisanjeev commented 4 years ago

@laurentiu2

The duplication of tickets appears only after THE FIRST REPLY OF CUSTOMER TO AGENT RESPONSE (which is: customer initial message > agent reply to customer > customer reply to agent - after this step the duplication occurs)

We have followed your step but we did't face this issue please check once if you have done something different. Check Screenshot.

Ticket list:

TicketsListMailtrail

Ticket View:

_68_Test_Mail_trail

the emails are sent correctly ONLY if email templates are not modified; which is impossible because one has to customize all these responses. After modifying the templates the agent does not get anymore the email when a new ticket is created.

Please let us know which email templates you have modified and what you have modified in email template, after which you are not able to receive notification for agent.

Please let us know required information so that we can check if there is any issue exist with this.

laurentiu2 commented 4 years ago

this is incredible..

I found out that the first issue (no email to agent) only appears when there's nothing in database! So only for the first ticket that gets created the agent does not get an email - and only after modifying the email templates. If I leave at least one ticket in the database, the agent does receive the email.

So this issue is kinda solved. The other problem is duplication of tickets.

I have modified 'Customer Account Created' 'Ticket generated success mail to customer' and 'Ticket generated by customer' I have removed from the body {%global.companyName%} and {%global.companyLogo%} and modified the text.

For me the result is: Screenshot 2020-05-14 at 10 37 47 If I remove the duplicates, they keep creating once more. And all the emails are sent like they are new ones! That is the customer receives emails, the agent.

It has to be something related to how the app is working with the database. For some reason it seems that it cannot verify that all those emails are already created as tickets.

papnoisanjeev commented 4 years ago

@laurentiu2

Locate this path in your project vendor->uvdesk->mailbox-component->Services->MailboxService.php

Share your MailboxService.php with us.

laurentiu2 commented 4 years ago

MailboxService.php.zip

papnoisanjeev commented 4 years ago

@laurentiu2 Replace your MailboxService.php code from here.

And we have updated the code here for remove ticket duplicate's as reported by you. let us know if it solve your problem.

Replace your MailboxService.php code from given URl for you.

This change will reflect in next release or other can do the same by replacing this file in their project till the next release.

papnoisanjeev commented 4 years ago

@laurentiu2

Is this issue resolved or you need any assistance?

laurentiu2 commented 4 years ago

Sorry for the delay. I just installed it and seems ok. If something goes wrong I'll ask for help. Thanks.

papnoisanjeev commented 4 years ago

@laurentiu2

We have also released a new version of community-skeleton v1.0.11 yesterday. You can check it as many other issue also fixed in this version.

laurentiu2 commented 4 years ago

@papnoisanjeev is it possible to upgrade somehow and not to make a new install? I installed so many times v1.0.10 I really don't have enough courage to do it again :)) for a few weeks

papnoisanjeev commented 4 years ago

@laurentiu2

Yes, you can update all dependent bundles in existing project using below commands then you don't need to create new project.

composer update uvdesk/core-framework composer update uvdesk/support-center-bundle composer update uvdesk/mailbox-component composer update uvdesk/automation-bundle composer update uvdesk/extension-framework

Note: Most probably your swiftmailer.yaml, uvdesk_mailbox.yaml, uvdesk.yaml (under config->packages) file content will become as it is in default installation so if you don't want to set your site_url , swiftmailer and mailbox again then take a backup of these file before running these command otherwise you need to just again set your site_url, swiftmailer and mailbox.