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znuny / Znuny

Znuny/Znuny LTS is a fork of the ((OTRS)) Community Edition, one of the most flexible web-based ticketing systems used for Customer Service, Help Desk, IT Service Management.
https://www.znuny.org
GNU General Public License v3.0
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Bug - Getting email and notifications when Follow up Option is set to reject #585

Closed kersten-lohmeyer closed 1 month ago

kersten-lohmeyer commented 1 month ago

I set the junk queue follow up option to reject but when I close a ticket in this queue and there's a follow up then I get an email and a notification about that (junk is not in "my queues"). The ticket is not being opened again, that's fine, but I'd also rather not get bothered about follow ups. Is that intended behaviour?

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hanneshal commented 1 month ago

Hi,

the setting you are referring to is only valid for E-Mail follow ups. If there is a follow up via the customer interface, it wont work.

You can check the communication log for this ticket and check which filter and follow up options have been triggerd. Also the history might hint why this has happend.

So please post both and we can check it.

Thanks

a note: If you think this is a bug, please follow the template and do not delete the contents of it. If you want to ask questions please try to use the forum or the discord. We only handle issues / bugs here.

kersten-lohmeyer commented 1 month ago

This is an E-Mail follow up because we don't use the customer interface.

hanneshal commented 1 month ago

Then please provide the requested logs/history and we will have a look.

kersten-lohmeyer commented 1 month ago
image image
kersten-lohmeyer commented 1 month ago
1   Kernel::System::PostMaster Delivered-To: info@xxx.de 07/30/2024 12:46:15
2   Kernel::System::PostMaster From: Mark Brown Brown.mark321@outlook.com 07/30/2024 12:46:15
3   Kernel::System::PostMaster In-Reply-To: SEZPR01MB45274EF2FA86E7B7C0B05ADCB1B72@SEZPR01MB4527.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
4   Kernel::System::PostMaster Message-ID: SI2PR01MB4524844AB2FA1CDCFCAE3E6FB1B02@SI2PR01MB4524.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
5   Kernel::System::PostMaster Message-Id: SI2PR01MB4524844AB2FA1CDCFCAE3E6FB1B02@SI2PR01MB4524.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
6   Kernel::System::PostMaster References: SEZPR01MB45274EF2FA86E7B7C0B05ADCB1B72@SEZPR01MB4527.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
7   Kernel::System::PostMaster Return-Path: Brown.mark321@outlook.com 07/30/2024 12:46:15
8   Kernel::System::PostMaster Subject: Re: Any change? 07/30/2024 12:46:15
9   Kernel::System::PostMaster To: Mark Brown Brown.mark321@outlook.com 07/30/2024 12:46:15
10   Kernel::System::PostMaster X-Spam-Flag: NO 07/30/2024 12:46:15
11   Kernel::System::PostMaster X-Spam-Level: ** 07/30/2024 12:46:15
12   Kernel::System::PostMaster X-Spam-Status: No, score=2.582 tagged_above=2 required=6.2 tests=[BAYES_60=2.2, BOGO_UNSURE=0.1, BOTE_UNSURE=0.01, BT_05=-0.01, DKIM_SIGNED=0.1, DKIM_VALID=-0.01, DKIM_VALID_AU=-0.01, DKIM_VALID_EF=-0.01, DMARC_PASS=-0.01, FREEMAIL_ENVFROM_END_DIGIT=0.25, FREEMAIL_FROM=0.001, HTML_MESSAGE=0.001, RCVD_IN_MSPIKE_H2=-0.01, SPF_HELO_PASS=-0.01, SPF_PASS=-0.01] autolearn=disabled 07/30/2024 12:46:15
13   Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 07/30/2024 12:46:15
14   Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 07/30/2024 12:46:15
15   Kernel::System::PostMaster::FollowUpCheck::References Searching for TicketID in email references. 07/30/2024 12:46:15
16   Kernel::System::PostMaster::FollowUpCheck::References Found valid TicketID '183380' in email references. 07/30/2024 12:46:15
17   Kernel::System::PostMaster Found follow up ticket with TicketNumber '2024072910001806' and TicketID '183380'. 07/30/2024 12:46:15
18   Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 07/30/2024 12:46:15
19   Kernel::System::PostMaster::Filter::MatchDBSource Filter: '001 - Auto (Header)' '' =~ /auto-replied (vacation)/i matched NOT! 07/30/2024 12:46:15
20   Kernel::System::PostMaster::Filter::MatchDBSource Filter: '002 - Auto (Betreff)' 'Re: Any change?' =~ /^Auto:\s/i matched NOT! 07/30/2024 12:46:15
21   Kernel::System::PostMaster::Filter::MatchDBSource Filter: '003 - References' 'SEZPR01MB45274EF2FA86E7B7C0B05ADCB1B72@SEZPR01MB4527.apcprd01.prod.exchangelabs.com' =~ /xxx.de/i matched NOT! 07/30/2024 12:46:15
22   Kernel::System::PostMaster::Filter::MatchDBSource Filter: '004 - FollowUp - Junk' '' =~ /Junk/i matched NOT! 07/30/2024 12:46:15
23   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Are you interested' 'Hello, Hope your day is off to a good start. Looking to boost your business? I'd be happy to send you a proposal. Best regards, ____ From: Mark Brown Sent: Monday, July 29, 2024 8:31 PM Subject: See a Quick Return on Your SEO Investment@@ Hi there, After reviewing your website, I’ve identified several opportunities to improve its search engine results and overall performance. With your permission, I’d like to prepare an audit report that includes detailed recommendations and pricing information for these improvements. Would you like to proceed? Share your target location, and I’ll include the relevant pricing. Thank you, SEO Consultant ' =~ /interested in acquiring the/i matched NOT! 07/30/2024 12:46:15
24   Kernel::System::PostMaster::Filter::MatchDBSource successful Filter: 'Career Service' 'Mark Brown Brown.mark321@outlook.com' =~ /^((?!@stud.xxx.de).)*$/i ! 07/30/2024 12:46:15
25   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Career Service' 'Mark Brown Brown.mark321@outlook.com' =~ /career-service@xxx.de/i matched NOT! 07/30/2024 12:46:15
26   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Spam-Flag' 'NO' =~ /YES/i matched NOT! 07/30/2024 12:46:15
27   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Spam-Level' '*' =~ /^\{3,}/i matched NOT! 07/30/2024 12:46:15
28   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Weiterbildung' 'Re: Any change?' =~ /DIMT Kontaktformular/i matched NOT! 07/30/2024 12:46:15
29   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Weiterbildung' 'Mark Brown Brown.mark321@outlook.com' =~ /weiterbildung@xxx.de/i matched NOT! 07/30/2024 12:46:15
30   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'denis4@hotmail.fr' 'Mark Brown Brown.mark321@outlook.com' =~ /denis4@hotmail.fr/i matched NOT! 07/30/2024 12:46:15
31   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'proofpoint-support.us' 'Mark Brown Brown.mark321@outlook.com' =~ /info@proofpoint-support.us/i matched NOT! 07/30/2024 12:46:15
32   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'sales@dipnom.net' 'Mark Brown Brown.mark321@outlook.com' =~ /sales@dipnom.net/i matched NOT! 07/30/2024 12:46:15
33   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'service@smtp-a.robben-medical.de' 'Mark Brown Brown.mark321@outlook.com' =~ /service@smtp-a.robben-medical.de/i matched NOT! 07/30/2024 12:46:15
34   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'studierendenservice@leuphana.de' 'Mark Brown Brown.mark321@outlook.com' =~ /studierendenservice@leuphana.de/i matched NOT! 07/30/2024 12:46:15
35   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'undelivered mail' 'Re: Any change?' =~ /Undelivered Mail Returned to Sender/i matched NOT! 07/30/2024 12:46:15
36   Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'yahoo' 'Re: Any change?' =~ /Delayed Mail (still being retried)/i matched NOT! 07/30/2024 12:46:15
37   Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 07/30/2024 12:46:15
38   Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 07/30/2024 12:46:15
39   Kernel::System::PostMaster::FollowUpCheck::References Searching for TicketID in email references. 07/30/2024 12:46:15
40   Kernel::System::PostMaster::FollowUpCheck::References Found valid TicketID '183380' in email references. 07/30/2024 12:46:15
41   Kernel::System::PostMaster Found follow up ticket with TicketNumber '2024072910001806' and TicketID '183380'. 07/30/2024 12:46:15
42   Kernel::System::PostMaster Follow up for [2024072910001806] but follow up not possible. Follow up rejected. 07/30/2024 12:46:15
43   Kernel::System::PostMaster::Reject Going to create new article for TicketID '183380'. 07/30/2024 12:46:15
44   Kernel::System::PostMaster::Reject Reject Follow up Ticket! 07/30/2024 12:46:15
45   Kernel::System::PostMaster::Reject Charset: utf-8 07/30/2024 12:46:15
46   Kernel::System::PostMaster::Reject Content-Type: text/plain; charset=utf-8 07/30/2024 12:46:15
47   Kernel::System::PostMaster::Reject Delivered-To: info@xxx.de 07/30/2024 12:46:15
48   Kernel::System::PostMaster::Reject From: Mark Brown Brown.mark321@outlook.com 07/30/2024 12:46:15
49   Kernel::System::PostMaster::Reject In-Reply-To: SEZPR01MB45274EF2FA86E7B7C0B05ADCB1B72@SEZPR01MB4527.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
50   Kernel::System::PostMaster::Reject Message-ID: SI2PR01MB4524844AB2FA1CDCFCAE3E6FB1B02@SI2PR01MB4524.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
51   Kernel::System::PostMaster::Reject Message-Id: SI2PR01MB4524844AB2FA1CDCFCAE3E6FB1B02@SI2PR01MB4524.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
52   Kernel::System::PostMaster::Reject References: SEZPR01MB45274EF2FA86E7B7C0B05ADCB1B72@SEZPR01MB4527.apcprd01.prod.exchangelabs.com 07/30/2024 12:46:15
53   Kernel::System::PostMaster::Reject Return-Path: Brown.mark321@outlook.com 07/30/2024 12:46:15
54   Kernel::System::PostMaster::Reject Subject: Re: Any change? 07/30/2024 12:46:15
55   Kernel::System::PostMaster::Reject To: Mark Brown Brown.mark321@outlook.com 07/30/2024 12:46:15
56   Kernel::System::PostMaster::Reject X-OTRS-AttachmentCount: 0 07/30/2024 12:46:15
57   Kernel::System::PostMaster::Reject X-OTRS-AttachmentExists: no 07/30/2024 12:46:15
58   Kernel::System::PostMaster::Reject X-OTRS-FollowUp-IsVisibleForCustomer: 1 07/30/2024 12:46:15
59   Kernel::System::PostMaster::Reject X-OTRS-FollowUp-SenderType: customer 07/30/2024 12:46:15
60   Kernel::System::PostMaster::Reject X-OTRS-IsVisibleForCustomer: 1 07/30/2024 12:46:15
61   Kernel::System::PostMaster::Reject X-OTRS-SenderType: customer 07/30/2024 12:46:15
62   Kernel::System::PostMaster::Reject X-Sender: Brown.mark321@outlook.com 07/30/2024 12:46:15
63   Kernel::System::PostMaster::Reject X-Spam-Flag: NO 07/30/2024 12:46:15
64   Kernel::System::PostMaster::Reject X-Spam-Level: ** 07/30/2024 12:46:15
65   Kernel::System::PostMaster::Reject X-Spam-Status: No, score=2.582 tagged_above=2 required=6.2 tests=[BAYES_60=2.2, BOGO_UNSURE=0.1, BOTE_UNSURE=0.01, BT_05=-0.01, DKIM_SIGNED=0.1, DKIM_VALID=-0.01, DKIM_VALID_AU=-0.01, DKIM_VALID_EF=-0.01, DMARC_PASS=-0.01, FREEMAIL_ENVFROM_END_DIGIT=0.25, FREEMAIL_FROM=0.001, HTML_MESSAGE=0.001, RCVD_IN_MSPIKE_H2=-0.01, SPF_HELO_PASS=-0.01, SPF_PASS=-0.01] autolearn=disabled 07/30/2024 12:46:15
66   Kernel::System::PostMaster::Reject Reject FollowUp Article to Ticket [2024072910001806] created (TicketID=183380, ArticleID=674311). Follow up rejected. 07/30/2024 12:46:15
hanneshal commented 1 month ago

OK, so the system works exactly as it should. You can see that the reject is properly noted.

The article is added, the state is unchanged -> Which is the important part and a rejection note would be sent, if configured.

If you do not want update notification for closed tickets, you need to modify the notification for follow ups and restrict it to specific states / queues.

kersten-lohmeyer commented 1 month ago

Ok, thank you. I already tried a few things but nothing seemed to work so I thought this might be a bug.