Reply by Email Extension

Hi
Not sure if this is a bug or not
If you send an email to the support address (as set in the extension) and the email address you send from has been used to open an account in joomla then a help ticket is created when the CRON job runs. However if you send from an email address than has not be used to create an account then no ticket is raised when the CRON job runs. Is this intended behaviour ?  
Regards
Jimi
 

Hi Jimi

That's not right. The system does not require the email match an existing user account to create ticket

Regards,

Tuan

Tuan
After more testing I'm not even sure the above is accurate.
If I use the site help form to raise a ticket (logged in or out) then a ticket is raised and admin get an email, replies to that email get added to the ticket. However replies from the user email do not seem to be added.
Emails directly to the support address sometimes create a ticket, other times not. Tried sending from a few different addresses with similar results, all the emails are being received the the support address and appear in the inbox.
Stuck now, don't know what to look at/check next any suggestions ?
Regards
Jimi

Sounds like you dont have the required plugin enabled:

System - Helpdeskpro Reply Via Email

It has a large number of config settings you need to add.

Alan

Hi Jimi

Maybe it is because the email is viewed by someone else before the plugin try to fetch it? Please note that the system will only fetch unread email to create ticket. So if someone uses a mail client like thunderbird, access to the email, then it won't work

Also, too make it works more reliable, you should setup cron job as described in documentation to trigger the system to fetch emails to create ticket or reply to an existing tickets

Regards,

Tuan

The plugin is setup as required (has been for years) cron job is setup and runs, there are no errors in the plugin log now (last error was due to a problem with the imap extension in cPanel now sorted) The email box is not connected to any email clients (only accessible online by 2 people) there is a forwarder setup on the box, would that affect it?
Regards
Jimi

Hi Jimi

Honestly, I do not know if forwarder would effect it as I do not know exactly how it works

Maybe you can try to disable forwarder to see if it helps ?

Regards,

Tuan

Tuan
I got this working.  The problem was in the plugin settings, in the "Allow User Groups" section we had several user groups selected (including Public) I removed all the groups from this section and it now appears to work for all email addresses ............ up to a point.
I have discovered another problem with the "Reply by email"   if this chain is followed

• User (who is not logged in and does not have an account) emails the support address -  works as expected and a ticket is raised 
• admin replies to ticket by email - works as expected reply added to ticket and user is notified
• User replies by email to the updated ticket -   this seems to break the ticket, although it is visible in ticket admin (front end) or in the ticket list (back end) attempting to view the ticket results in an error

  An error has occurred.

0 OSSolution\HelpdeskPro\Site\Helper\Helper::getAvatarName(): Argument #1 ($name) must be of type string, null given, called in /home/mr2ocor/public_html/components/com_helpdeskpro/View/common/tmpl/ticket_comments.php on line 77

Strangely the email notifications still work for the ticket. If I edit the ticket in the back end I can't save and close it unless I add a username (I put user) and select a priority. If I do this the ticket then becomes functional and can be viewed as normal and shows any later responses.
Regards
Jimi

Hi Jimi

Could you please submit a support ticket sending me super user account of your site and link to the ticket which display that error?

I want to check to see why the error happens and get it sorted

Regards,

Tuan

Done
Incidently the forwarder had no effect (good or bad)
Regards
Jimi