Go Back   HowtoForge Forums | HowtoForge - Linux Howtos and Tutorials > ISPConfig 2 > Installation/Configuration

Do you like HowtoForge? Please consider supporting us by becoming a subscriber.
Reply
 
Thread Tools Display Modes
  #1  
Old 13th March 2007, 11:43
Xtreem1986 Xtreem1986 is offline
Junior Member
 
Join Date: Mar 2007
Posts: 14
Thanks: 2
Thanked 0 Times in 0 Posts
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.
__________________
http://www.amarus.co.uk
Debian Sarge User - ISPConfig 2.2.11
Reply With Quote
Sponsored Links
  #2  
Old 14th March 2007, 21:49
falko falko is offline
Super Moderator
 
Join Date: Apr 2005
Location: Lüneburg, Germany
Posts: 41,701
Thanks: 1,900
Thanked 2,740 Times in 2,575 Posts
Default

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?
__________________
Falko
--
Download the ISPConfig 3 Manual! | Check out the ISPConfig 3 Billing Module!

FB: http://www.facebook.com/howtoforge

nginx-Webhosting: Timme Hosting | Follow me on:
Reply With Quote
  #3  
Old 25th March 2007, 16:09
Xtreem1986 Xtreem1986 is offline
Junior Member
 
Join Date: Mar 2007
Posts: 14
Thanks: 2
Thanked 0 Times in 0 Posts
Default

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!
__________________
http://www.amarus.co.uk
Debian Sarge User - ISPConfig 2.2.11
Reply With Quote
  #4  
Old 26th March 2007, 16:53
falko falko is offline
Super Moderator
 
Join Date: Apr 2005
Location: Lüneburg, Germany
Posts: 41,701
Thanks: 1,900
Thanked 2,740 Times in 2,575 Posts
Default

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?
__________________
Falko
--
Download the ISPConfig 3 Manual! | Check out the ISPConfig 3 Billing Module!

FB: http://www.facebook.com/howtoforge

nginx-Webhosting: Timme Hosting | Follow me on:
Reply With Quote
  #5  
Old 26th March 2007, 17:33
Xtreem1986 Xtreem1986 is offline
Junior Member
 
Join Date: Mar 2007
Posts: 14
Thanks: 2
Thanked 0 Times in 0 Posts
Default

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.
__________________
http://www.amarus.co.uk
Debian Sarge User - ISPConfig 2.2.11
Reply With Quote
  #6  
Old 27th March 2007, 16:25
falko falko is offline
Super Moderator
 
Join Date: Apr 2005
Location: Lüneburg, Germany
Posts: 41,701
Thanks: 1,900
Thanked 2,740 Times in 2,575 Posts
Default

I've put it in our bugtracker so we will check it.
__________________
Falko
--
Download the ISPConfig 3 Manual! | Check out the ISPConfig 3 Billing Module!

FB: http://www.facebook.com/howtoforge

nginx-Webhosting: Timme Hosting | Follow me on:
Reply With Quote
The Following User Says Thank You to falko For This Useful Post:
Xtreem1986 (27th March 2007)
  #7  
Old 16th April 2007, 00:43
gavro gavro is offline
Junior Member
 
Join Date: Apr 2007
Posts: 6
Thanks: 0
Thanked 0 Times in 0 Posts
Default

I am having the same problem here... PLUS: I also have the same problem when a user replies to you reply once again. No email is sent.

When the admin replies to a support ticket, I get the following line in maillog:
Apr 16 00:32:56 production sendmail[22437]: l3FMWuEM022437: from=admispconfig, size=250, class=0, nrcpts=0, msgid=<200704152232.l3FMWuEM022437@production.vhos ts.nl>, relay=admispconfig@localhost

When replying as user the a reply from admin I get the following line in maillog:
Apr 16 00:34:19 production sendmail[22590]: l3FMYJdf022590: from=admispconfig, size=286, class=0, nrcpts=0, msgid=<200704152234.l3FMYJdf022590@production.vhos ts.nl>, relay=admispconfig@localhost
(which is actually the same...)

In other logs nothing in particular is written.

I'm wondering: is this a bug, or a 'feature'?
Reply With Quote
  #8  
Old 16th April 2007, 07:53
till till is offline
Super Moderator
 
Join Date: Apr 2005
Location: Lüneburg, Germany
Posts: 35,811
Thanks: 821
Thanked 5,339 Times in 4,188 Posts
Default

Hi,

as falko posted above, he had added the bugreport to the bugtracker. The problem seems to be that there is no from header set in the mail command.
__________________
Till Brehm
--
Get ISPConfig support and the ISPConfig 3 manual from ispconfig.org.
Reply With Quote
  #9  
Old 11th May 2007, 01:47
falko falko is offline
Super Moderator
 
Join Date: Apr 2005
Location: Lüneburg, Germany
Posts: 41,701
Thanks: 1,900
Thanked 2,740 Times in 2,575 Posts
 
Default

I've just fixed it, so it will be available in the next ISPConfig release.
__________________
Falko
--
Download the ISPConfig 3 Manual! | Check out the ISPConfig 3 Billing Module!

FB: http://www.facebook.com/howtoforge

nginx-Webhosting: Timme Hosting | Follow me on:
Reply With Quote
Reply

Bookmarks

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Thread Thread Starter Forum Replies Last Post
Statistic not working mzo Installation/Configuration 49 20th April 2011 12:19
ERROR: The PHP binary coming with ISPConfig does not work properly on your system! micko_escalade Installation/Configuration 35 30th March 2007 11:31
Install Error Alpha Installation/Configuration 9 6th April 2006 19:48
setup fails on debian 3.1 dtrumbower Installation/Configuration 7 7th March 2006 13:42
ISPConfig Failure on SuSe 9.3 gimhan90 Installation/Configuration 13 2nd February 2006 10:29


All times are GMT +2. The time now is 14:19.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2014, vBulletin Solutions, Inc.