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  #1  
Old 13th March 2007, 11:43
Xtreem1986 Xtreem1986 is offline
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Default Support Tickets - Email End User

Hey again guys!

I had a user enter a support request the other day, and was pretty surprised why a week later they hadn't followed my advice. Turns out, they hadn't realised that I'd replied to their support request because although it sent me an email telling me that someone had requested support, they were not emailed when I updated the request. Its one of those funny things I didn't notice for myself because I've never entered a support request! I have since tested and found that no email was sent when i updated my own support tickets.

Have I just missed something in my configuration, or does ISPConfig just not email the user concerned when their support requests are updated? Perhaps the user has to do something to let ISPConfig know their email address? I do always enter one in the email field when i create a new client. I've tried looking through the manual, but have found no info there.
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  #2  
Old 14th March 2007, 21:49
falko falko is offline
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I've just had a look at the source code. Mails should be sent when someone writes a reply.

What's in your mail log when you write a reply?
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Old 25th March 2007, 16:09
Xtreem1986 Xtreem1986 is offline
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Oh completely forgot about this.

My customer's email: dan_davies_2k4[at]hotmail.com
My admin email: admin[at]amarus.co.uk

I created a support ticket with my customer, and received an email from dan_davies_2k4[at]hotmail.com to admin[at]amarus.co.uk. I went and made a reply, and dan_davies_2k4[at]hotmail.com never got a reply!

Here is the log of the mail sent when I made the request:

Code:
Mar 25 15:04:33 apollo postfix/pickup[22536]: 8186140102: uid=108 from=<admispconfig>
Mar 25 15:04:33 apollo postfix/cleanup[23926]: 8186140102: message-id=<20070325140433.8186140102@apollo.amarus.co.uk>
Mar 25 15:04:33 apollo postfix/qmgr[10489]: 8186140102: from=<admispconfig@apollo.amarus.co.uk>, size=535, nrcpt=1 (queue ac$
Mar 25 15:04:34 apollo postfix/pickup[22536]: 2AC5C40103: uid=10001 from=<web1_admin>
Mar 25 15:04:34 apollo postfix/cleanup[23926]: 2AC5C40103: message-id=<20070325140434.2AC5C40103@apollo.amarus.co.uk>
Mar 25 15:04:34 apollo postfix/qmgr[10489]: 2AC5C40103: from=<web1_admin@apollo.amarus.co.uk>, size=390, nrcpt=1 (queue acti$
Mar 25 15:04:35 apollo postfix/local[23947]: 2AC5C40103: to=<admispconfig@localhost.localdomain>, relay=local, delay=1, stat$
Mar 25 15:04:35 apollo postfix/qmgr[10489]: 2AC5C40103: removed
Mar 25 15:04:44 apollo postfix/local[23930]: 8186140102: to=<web1_admin@apollo.amarus.co.uk>, orig_to=<admin@amarus.co.uk>, $
Mar 25 15:04:44 apollo postfix/qmgr[10489]: 8186140102: removed
Then I logged in as admin and made a reply!

Code:
Mar 25 15:06:35 apollo postfix/pickup[22536]: CBD7D40102: uid=108 from=<admispconfig>
Mar 25 15:06:35 apollo postfix/cleanup[24062]: CBD7D40102: message-id=<20070325140635.CBD7D40102@apollo.amarus.co.uk>
Mar 25 15:06:35 apollo postfix/cleanup[24062]: CBD7D40102: to=<unknown>, relay=none, delay=0, status=bounced (No recipients $
Mar 25 15:06:36 apollo postfix/cleanup[24067]: 08F3C40103: message-id=<20070325140635.08F3C40103@apollo.amarus.co.uk>
Mar 25 15:06:36 apollo postfix/qmgr[10489]: 08F3C40103: from=<>, size=2137, nrcpt=1 (queue active)
Mar 25 15:06:36 apollo postfix/local[24070]: 08F3C40103: to=<admispconfig@apollo.amarus.co.uk>, relay=local, delay=1, status$
Mar 25 15:06:36 apollo postfix/qmgr[10489]: 08F3C40103: removed
The clue seems to be "CBD7D40102: to=<unknown>". Any help will be very appreciated!
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Old 26th March 2007, 16:53
falko falko is offline
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Quote:
Originally Posted by Xtreem1986
The clue seems to be "CBD7D40102: to=<unknown>". Any help will be very appreciated!
Is the client's email address displayed correctly in ISPConfig? Is it even saved in ISPConfig?
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Old 26th March 2007, 17:33
Xtreem1986 Xtreem1986 is offline
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Yeah, it's set in ISPConfig (Master Data for the Client). When I (admin) get sent an email telling me there is a new request it appears to be from the user that submitted the request.
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Old 27th March 2007, 16:25
falko falko is offline
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I've put it in our bugtracker so we will check it.
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