Emails not going after the first few

[mahishi]

I have 2.24

I have the right compatible version on MailModule.

I have users and groups. Enabled acces control.

I send an email to support email queue. Operators get the emails. Everything is good.

After a few tickets, either the operator will not get the email notification or the sender does not get the ticket confirm notification. I clean the setup and recreate the users and groups with same exact information. Everything works fine for the next few tickets. THen the same problem.

Emails getting stuck somewhere?

[Sparky]

I suspect that you have something going wrong with your server so check the server error logs to be sure.

Or that perhaps these emails are being blocked by some kind of filtering.  Did you test this out with the same email address?

There's nothing I've ever heard of that causes what you describe... either mail comes through or it doesn't.

There doesn't seem to be much point to repeatedly reinstalling these modules as what you're seeing is most likely a coincidence.  If you want to fix it, you'll have to leave it broken while you follow troubleshooting procedures.

[Alex]

When a customer submits a ticket via email rather than through web based form, the Trouble Ticket Express generates a confirmation message, which is being sent to the customer's email address as per the email message From field.

If the customer has an autoresponder activated at that address, the confirmation message will generate an autoresponder message, which will be sent to the help desk address and will eventually result in a submission of a follow-up to the ticket.

Normally a submission of a follow-up message will result in another confirmation message sent to the customer's email address and if the confirmation message was generated this would result in repeating the whole process again and again (email loop).

In order to prevent email loop Trouble Ticket Express will not send a confirmation email if submission of the follow-up message does not change ticket status (repeat or multiple follow-ups submitted by a customer do not change ticket status).

For the same reasons the Trouble Ticket Express will not send a notification if there are more than 3 tickets in pending or open status associated with the email address.

[mahishi]

What Alex was saying is what was happening. I had a bunch of test tickets created from the same email address and I had not bothered to change the status.

I closed all the tickets. Cleaned up the tickets queue and now things are working fine.

Thanks for everyone help.

Its a great tool. Very very good value for money. Modular code is a great thought. I will be back asking for more help.

[Sparky]

I'm making this sticky for now and then later will place this in the FAQ.

[itguys]

Is there a way to either disable the function of not sending a notification if there are three open tickets, or increase the amount from three to something else?

[Sparky]

Is there a way to either disable the function of not sending a notification if there are three open tickets, or increase the amount from three to something else?

If you're talking about this...

... For the same reasons the Trouble Ticket Express will not send a notification if there are more than 3 tickets in pending or open status associated with the email address.

I believe you'd have to edit your optional email module.

[itguys]

I believe you'd have to edit your optional email module.

Any idea where to edit? I know next to nothing about Perl.

[Sparky]

I believe you'd have to edit your optional email module.

Any idea where to edit? I know next to nothing about Perl.

I could probably figure it out except that I don't have that module.

[robwellesley]

For the same reasons the Trouble Ticket Express will not send a notification if there are more than 3 tickets in pending or open status associated with the email address.

Hi

This explains why we've been ripping our hair out.  ALL our customers are companies and we deal mostly with one contact (email address) at the company in regard to all their issues.  Most of the time ALL customers have more than three outstanding tickets in various status.

We (and no doubt others) must be able to increase the number from 3 or we will likely have to abandon TTX, which would be a shame as it's simple layout and ease of use is why we went with it.

Perhaps Alex could point the way to the variable we would need to edit?

Rob

[Sparky]

Always check the Modifications Forum for simple solutions to problems like this.  This one was sitting in the Modification Index sticky thread.

http://forum.unitedwebcoders.com/index.php/topic,902.0.html

[robwellesley]

Always check the Modifications Forum for simple solutions to problems like this.  This one was sitting in the Modification Index sticky thread.

Your too fast for me   I went and had a scratch around, came back here and you'd replied already.  Cheers.
It looks like we  edit the 4 in this line?

 if ($ticket ne undef && !$wasopn && opentickets($tickets) < 4) {

[Sparky]

Without checking the line number, yes.

[robwellesley]

Without checking the line number, yes.

Our experience has been that operators of ours in the field have to update tickets by email (which would make ticket status RESPONDED).  But the response notification has not always been emailed out.  We assume from this thread that the email processor is applying the same rule to emails regardless of whether they originate from the operator or the customer i.e.  if the customer (email address) has more than 3 OPEN or PENDING tickets, Operator emails to other tickets for that customer will not generate a notification.  Thus the operator believes they have 'replied' to the customer, but the custome doesn't get the notification.

We suggest that TTX be modified to differentiate between an Operator response and a Customer response.  Perhaps an IF THEN that parses the operator email list.

Rob

[robwellesley]

In order to prevent email loop Trouble Ticket Express will not send a confirmation email if submission of the follow-up message does not change ticket status (repeat or multiple follow-ups submitted by a customer do not change ticket status).

Hi

Does anyone know how to alter this behaviour?  We would like confirmations to occur regardless of whether the staus changes.  Here's why:

Customer emails request for new widget
Operator replies - "OK. Will pick that up from supplier today" - customer gets notification
Customer replies - "make that 4 widgets" - Operator gets notification, doesn't reply
Customer replies - "Cancell that - we don't need widgets anymore" - Ticket status doesn't change - Operator doesn't get notification, buys widgets.

Same occurs in reverse, where an Operator replies asking a question.  Then (B4 the customer replies) the operator replies again asking further questions.  The customer recieves no notification of the second operator reply.

To manage tickets away from a browser (like from a phone) all emails need to generate a notification.  Otherwise there is always uncertainty about the true status of the job.

I'll copy this and put it thru Alexs helpdesk also

Rob